CONSUMER EXPECTATIONS ARE HIGH
AND MANY ORGANIZATIONS AREN'T MEETING THEM
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.
Attitudes to purchasing
is the same for work and personal purchases.
Sweden & Denmark results are grouped as the Nordics for this survey, represented by NO
Turkey & ARE results are grouped as the Middle East for this survey, represented by ME
of prospects say the ability
of a company to automatically
produce their contact history from
the first point of contact impacts
future relationships.
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ENABLING CONTACT CENTER AGENTS
Listen to Jeanne Bliss, of Customer Bliss and Nancy Jamison, of Frost & Sullivan
discuss how to better enable contact center agents in moving from a multichannel to omnichannel world.
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money with companies who make it easy
to do business with them.
- 87% - would rather spend with companies who make it easy
- 8% - No, would NOT rather spend with companies who make it easy
- 5% - Don't know
Sweden & Denmark results are grouped as the Nordics for this survey, represented by NO
Turkey & ARE results are grouped as the Middle East for this survey, represented by ME
communications options literally at their fingertips.
And they expect to have those choices when
it’s time to contact a business.
of organizations can’t deliver a completely personalized customer experience. Tweet
Organizations are lagging on reducing
customer effort
31%
believe the impact of reducing customer effort on spending, retention, and satisfaction to be significant.
48%
have put in place initiatives to reduce customer effort during the last 3 years.
16%
of customer services departments made no effort to improve customer experience in the last 12 months.
But companies are planning to change
Sweden & Denmark results are grouped as the Nordics for this survey, represented by NO
Turkey & ARE results are grouped as the Middle East for this survey, represented by ME
Countries where business managers
feel Customer Experience Management
is extremely important.
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