Improvements in customer, employee experience will directly affect net profit: Study

NEW DELHI: Customer experience (CX) and employee experience (CS) figure among the top priorities for chief executive officers (CEOs), with the majority of CEOs agreeing that improvements in CX (92%) and EX (91%) will directly affect their net profit, according to the findings of a survey by NTT Ltd.

The findings noted that cloud technology, artificial intelligence (AI), and predictive analytics, respectively, will reshape future CX capabilities.