TRANSFORM YOUR BUSINESS
ONE GREAT INTERACTION AT A TIME
GLOBAL MARKET RESEARCH 2014
Customer Experience Management (CEM) is about not just meeting,
but exceeding today’s ever-changing consumer expectations.
Take a deep dive into consumer behavior and understand how your
customers want to engage with your call center.
This independent in-depth research study, commissioned by AVAYA,
clearly shows how consumer preferences and behaviors have changed,
outlining how businesses must evolve to deliver great customer engagement if they want to thrive.
CONSUMERS HAVE HIGH EXPECTATIONS
COMPANIES ARE PAYING ATTENTION
Customer Experience Management will be important to their organization in 2014.
have a comprehensive
program in place.
had some department
projects aimed
at improving the
customer experience.
MULTICHANNEL VS. OMNICHANNEL - WHAT IS THE DIFFERENCE?
Listen to Jeanne Bliss, of Customer Bliss and Nancy Jamison, of Frost & Sullivan
discuss the difference between multichannel vs. omnichannel.
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Research demonstrates a very strong
link between Customer Experience
Management activity and
business success.
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CUSTOMER EXPERIENCE MANAGEMENT
LEADS TO BETTER PERFORMANCE & PROFIT GROWTH
of organizations experiencing
significant profit growth increases
have a Customer Experience
Management program.
of consumers who work say their
attitudes towards how organizations
should treat them is the same whether
they are buying at work or personally.
of customers are more likely to
spend money with organizations
that make it easy to deal with them.
Businesses with a comprehensive Customer Experience Management program have all seen improvements to their business as a direct result.
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