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RESEARCH METHODOLOGY

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.

13

COUNTRIES WERE INVOLVED IN THE RESEARCH

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

TWO DISTINCT AUDIENCES WERE SAMPLED

2191

business interviews with
people who have contact with
customers and/or prospects,
are middle managers or above,
and in organizations with at
least 1,500 employees.

13003

adult consumers
aged over 18.

This research measured where customer expectations currently sit with respect to how they are treated by organizations.
Findings show that consumer expectations are high, and changing rapidly.

THE SURVEY COVERED A VARIETY OF COMPANIES

31%
of the sample were predominantly B2B companies.
29%
of the sample were predominantly B2C companies.
40%
served a mixture of both business and consumer markets.
Both business and consumer interviews
were conducted online. Before and during the
interviews, respondents were not aware that
Avaya had commissioned the research.

READ THE COMPLETE REPORT
Research shows that, whether organizations have a formal Customer Experience Management program or not, companies have been very busy trying to improve the way they deal with their customers.

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