Overview
The importance of understanding your customer experience has never been greater in today’s ultra-competitive markets. Businesses closest to their customers are growing fast, while their competition is being left behind.
Customer Experience Sets You Apart
Key Learning Points
- Every business is a Contact Center
Customer - Customers demand digital interactions
- Omnichannel functionality
- Analytics
- Artificial Intelligence’s impact
Customers have very specific expectations when it comes to service
41%
And customers simply won’t tolerate it
95%
of respondents say that a knowledgeable and friendly customer service rep ranks as a top-three factor for a great customer service experience.
96%
of customers expect their issues to be resolved (quickly) on the channel of their choice.
Yet, companies are struggling to meet them with on-premise contact center technology.
And customers simply won’t tolerate it.
4x
5x
Customers have stopped using a product or service four times on average, in the past year, due to a bad customer service experience.
Customers have stopped using a product or service four times on average, in the past year, due to a bad customer service experience.
<50%
of respondents have chat, text, social, and/or video interactions available within their contact center.
