GETTING CEM RIGHT REQUIRES A HOLISTIC APPROACH
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.
84%
of organizations don’t have a
Customer Experience Management
program due to barriers
(e.g. financial, technological and structural).
of this group say they
are being held back.
of this group say they
are being held back
of organizations don’t have a
Customer Experience Management
program due to barriers
(e.g. financial, technological and structural).
Barriers to CUSTOMER EXPERIENCE MANAGEMENT initiatives
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
customer experiences that drive greater revenue
and loyalty requires a holistic, organization-wide
approach to Customer Engagement.
OMNICHANNEL ROADBLOCKS TO AVOID
Listen to Jeanne Bliss, of Customer Bliss and Nancy Jamison, of Frost & Sullivan
discuss the roadblocks to be aware of when going down path to omnichannel.
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Companies without a Customer Experience Management program blame its absence on a lack of appropriate technology in place.
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Attitudes towards Customer Experience Management programs, and its importance, need to filter down from top management.
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