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CUSTOMER EXPERIENCE MANAGEMENT
delivers substantial business results

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.

CUSTOMER EXPERIENCE MANAGEMENT
DELIVERS TANGIBLE IMPROVEMENTS

100%

of organizations with a
Customer Experience
Management program agree
it delivers improvements.

Improvements due to customer experiEnce management initiatives

All
Surveyed Financial
Services
Public
Sector Retail Sector

Customer Experience Management
leads to better performance and profit growth

of organizations experiencing significant profit growth increases have a Customer Experience Management program.

All Surveyed Financial Services Retail Sector

of consumers say they are more likely to spend money with organizations that make it easy for customers to deal with them.

FIRST STEP TO DELIVER AN
OMNICHANNEL EXPERIENCE

Listen to Jeanne Bliss, of Customer Bliss and Nancy Jamison, of Frost & Sullivan
discuss the first step down the path in delivering omnichannel experiences.

You can be good at customer service and people will shop with you again, but loyalty is different. What you need is an experience! It’s a feeling, it’s a brand, and it’s a deep relationship between a customer and a company.

Kevin Thompson, VP of Customer Experience, Barney’s New York

READ THE WHITEPAPER

organizations with A focus on
Customer Experience Management
perform better

Businesses that have a Customer Experience Management program in place.

Companies that had initiatives to reduce customer effort in the last 3 years.

Business managers who saw at least some of their department projects and initiatives aimed specifically at improving the customer experience.

Businesses that have calculated all elements of information about their customers on a regular basis.

81%
73%
54%
26%

96-100% of countries surveyed have seen improvements to their business as a direct result of their Customer Experience Management programs.

Organizations with Customer Experience Management initiatives experience significant profit increases and greater customer satisfaction, loyalty, retention and repeat purchasing.

FAILED CUSTOMER EXPERIENCE MANAGEMENT
initiatives are expensive

66%
of respondents wasted money on failed Customer Experience Management initiatives, although senior managers do not know exactly how much.
82%
of organizations had Customer Experience Management initiatives that failed in the last 3 years.
$1.4M
the maximum lost on failed initiatives.
68%
of respondents wasted money on failed Customer Experience Management initiatives, although senior managers do not know exactly how much.
84%
of organizations had Customer Experience Management initiatives that failed in the last 3 years.
$750K
the maximum amount lost on failed initiatives
52%
of respondents wasted money on failed Customer Experience Management initiatives, although senior managers do not know exactly how much.
69%
of organizations had Customer Experience Management initiatives that failed in the last 3 years.
$125K
the maximum lost on failed initiatives
65%
of respondents wasted money on failed Customer Experience Management initiatives, although senior managers do not know exactly how much.
85%
of organizations had Customer Experience Management initiatives that failed in the last 3 years.
$525K
the maximum amount lost on failed initiatives
All Surveyed Financial Services Public Sector Retail Sector

reasons for failed
CUSTOMER EXPERIENCE MANAGEMENT
initiatives

All Surveyed Financial Services Public Sector Retail Sector

Among those organizations with a
comprehensive Customer Experience
Management program in place, all of them
have seen improvements to elements of
their business as a result of these initiatives.

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