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Featured services
Think beyond the robots
The successful integration of AI and IoT in manufacturing will depend on effective change management, upskilling and rethinking business models.
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Services
Leverage our capabilities to accelerate your business transformation.
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Services
Network Services
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Private 5G
Our turnkey private 5G network enables custom-built solutions that are designed around unique use cases and strategies, and deployed, run and optimized through a full network-as-a-service model.
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Managed Campus Networks
Our Managed Campus Networks services transform campus networks, corporate area networks and interconnected local area networks, and connect smart places and industries.
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Cloud and IT Infrastructure
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Cloud Architecture and Modernization
Discover how to achieve your business goals through cloud modernization practices, that deliver improved agility, reusability and scalability.
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Cloud Optimization
Discover how to maximize operational excellence, business continuity and financial sustainability through our cloud-advanced optimization services.
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Services
Consulting
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Client stories
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Penske Entertainment and the NTT INDYCAR SERIES
Together with Penske Entertainment, we’re delivering digital innovations for their businesses – including INDYCAR, the sanctioning body of the NTT INDYCAR SERIES – and venues such as the iconic Indianapolis Motor Speedway, home to the Indianapolis 500.
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Using private wireless networks to power IoT environments with Schneider Electric
Our combined capabilities enable a secure, end-to-end digital on-premises platform that supports different industries with the benefits of private 5G.
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Services
Data and Artificial intelligence
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Services
Technology Solutions
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Global Data Centers
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Services
Digital Collaboration and CX
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CX Managed Services
Bridge gaps in skills, knowledge and capabilities to deliver exceptional CX that meets the needs of your customers in a rapidly evolving and highly competitive environment.
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Digital Events
From virtual events, webcasts and webinars to broadcasting and audio conferencing, our scalable solutions extend the impact of your digital events and can be tailored to your business needs.
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Global cellular connectivity
Achieve global cellular IoT connectivity with cost-effective SIM and eSIM bundles that let your machines and devices exchange critical data where and when they need to.
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Insights and resources
Recent Insights
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The Future of Networking in 2025 and Beyond
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Using the cloud to cut costs needs the right approach
When organizations focus on transformation, a move to the cloud can deliver cost savings – but they often need expert advice to help them along their journey
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Make zero trust security work for your organization
Make zero trust security work for your organization across hybrid work environments.
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Insights and resources
Master your GenAI destiny
We’ll help you navigate the complexities and opportunities of GenAI.
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Master your GenAI destiny
We’ll help you navigate the complexities and opportunities of GenAI.
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Discover how we accelerate your business transformation
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About us
CLIENT STORIES
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Liantis
Over time, Liantis – an established HR company in Belgium – had built up data islands and isolated solutions as part of their legacy system.
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Randstad
We ensured that Randstad’s migration to Genesys Cloud CX had no impact on availability, ensuring an exceptional user experience for clients and talent.
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CLIENT STORIES
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Liantis
Over time, Liantis – an established HR company in Belgium – had built up data islands and isolated solutions as part of their legacy system.
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Randstad
We ensured that Randstad’s migration to Genesys Cloud CX had no impact on availability, ensuring an exceptional user experience for clients and talent.
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CLIENT STORIES
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Liantis
Over time, Liantis – an established HR company in Belgium – had built up data islands and isolated solutions as part of their legacy system.
-
Randstad
We ensured that Randstad’s migration to Genesys Cloud CX had no impact on availability, ensuring an exceptional user experience for clients and talent.
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Everest Group PEAK Matrix® Assessment
NTT DATA is a Leader and Star Performer in the Everest Group Sustainability Enablement Technology Services PEAK Matrix® Assessment 2024.
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- Careers
Topics in this article
Organizations, across the world and across sectors, are under increased pressure to deliver against ever-higher levels of customer experience (CX). Meeting these expectations has made it increasingly difficult to manage CX effectively.
The impact of COVID-19 on customer expectations continues to be felt across industries. Ensuring that the needs of these two audiences are met is putting pressure on organizations to continually evolve their offerings. With technology accelerating there’s a need for companies to look beyond their internal capabilities to meet expectations and remain competitive.
To deliver this they’re increasingly turning to managed services to drive agility in their CX environment.
The Report identified three key areas where they should be focusing their efforts to ensure they can continue to meet the demands of the market:
- Aligning strategy and execution
There is real pressure on organizations to align their CX strategy and take a more conscious approach to the design and orchestration of customer journeys. What customers are looking for is a more integrated and personalized experience but siloed approaches mean that these organizations often have strong capabilities in either strategy or execution but not both.Leveraging managed services enables companies to focus on their key strategic initiatives while rolling out new initiatives to gain a deeper understanding of the needs of their clients. Leveraging data-driven systems such as voice of the client programs and monitoring and analyzing key metrics such as NPS are critical to getting the alignment between strategy and execution right.
- Orchestrating customer journeys
The customer journey sits at the heart of any successful CX strategy. To create a seamless customer experience, digital automation, augmented intelligence and human-assisted service need to be brought together in an integrated fashion while keeping humans at the core of the experience.Our Managed Services Report found that those organizations that outsource more are almost 50% more likely to have optimized their digital transformation.
This maturity in the digital transformation journey is critical to ensuring that there is a keen understanding of what customers expect and how specific interventions are likely to impact customers’ behaviors.
- Integrating platforms and ensuring availability
While humans need to remain at the heart of any CX strategy the platforms and solutions that connect people together are the foundation of successful CX execution. With more and more customers looking to have anywhere, anytime access CX systems need to be available 24/7, enabling differentiated experiences depending on the exact circumstances of a particular interaction.This can no longer be done with legacy, on-premises systems. Increasingly CX leaders are leveraging multicloud and cloud-to-cloud native environments to support the increasingly complex CX environment.
The skills needed to support this environment remain at a premium and so, organizations are looking towards their managed services partners to ensure that these platforms can meet their strategic objectives.
Findings from our 2021 Global Managed Services Report show that the role of service providers is increasingly acknowledged as vital in helping organizations meet their goals – to optimize costs, maintain a steady ship, and innovate through emerging technologies and secure-by-design applications and processes that enable them to pivot and scale to take advantage of new opportunities.
As the market continues to evolve the expertise provided by these managed services providers is going to become increasingly critical in enabling organizations to stand out from the CX crowd.
Learn more about how the CX landscape is evolving: Download the 2021 CX Benchmarking Report.
Get a head start in designing a connected and personalized customer and employee experience. Contact our CX Advisory team.