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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

77%
of consumers say their attitude towards organizations
is the same for work and personal purchases.
Whole UK The Netherlands Russia USA Canada Singapore Japan India China Mexico
ALL
GBR
DEU
NLD
RUS
USA
CAN
SGP
JPN
IND
CHN
MEX
Brazil Australia Indonesia Malaysia Phillipines Thailand South Korea France Spain Nordics Middle East
 
BRA
AUS
IDN
MYS
PHL
THA
KOR
FRA
ESP
NO
ME

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.

ABILITY TO AUTOMATICALLY PRODUCE CONTACT HISTORY

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.

87%
of global consumers would rather spend
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
Whole UK The Netherlands Russia USA Canada Singapore Japan India China Mexico
ALL
GBR
DEU
NLD
RUS
USA
CAN
SGP
JPN
IND
CHN
MEX
Brazil Australia Indonesia Malaysia Phillipines Thailand South Korea France Spain Nordics Middle East
 
BRA
AUS
IDN
MYS
PHL
THA
KOR
FRA
ESP
NO
ME

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

Today’s consumers have a multitude of
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.

Consumer Expectations vs Organizations' Ability to Deliver

All Surveyed Financial Services Public Sector Retail Sector

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.

All Surveyed Financial Services Public Sector Retail Sector

But companies are planning to change

Have put plans in place

No plans in place, but will do so

No plans and do not see this changing

Don't know

% of consumers
Whole UK The Netherlands Russia USA Canada Singapore Japan India China Mexico
ALL
GBR
DEU
NLD
RUS
USA
CAN
SGP
JPN
IND
CHN
MEX
Brazil Australia Indonesia Malaysia Phillipines Thailand South Korea France Spain Nordics Middle East
 
BRA
AUS
IDN
MYS
PHL
THA
KOR
FRA
ESP
NO
ME

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

Businesses are failing to meet evolving customer expectations and are seeing their margins suffer – yet don’t have comprehensive Customer Experience Management programs in place.

Countries where business managers
feel Customer Experience Management
is extremely important.

Source: Global Market Research 2014, conducted by Dynamic Markets and commissioned by Avaya