THE WORLD HAS CHANGED
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.
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
ORGANIZATIONS HAVE CHANGED TOO
of managers say Customer Experience Management will be important to their organization in 2014.
of organizations have a comprehensive Customer Experience Management program in place.
have undertaken at least some department projects aimed at improving customer experiences in the last 12 months.
of IT/technology respondents feel Customer Experience Management will be extremely important.
in marketing, PR, and communications feel Customer Experience Management will be extremely important.
WHERE ARE ORGANIZATIONS NOW
WHEN IT COMES TO DELIVERING ON MULTICHANNEL
AND OMNICHANNEL CAPABILITIES
Listen to Jeanne Bliss, of Customer Bliss and Nancy Jamison, of Frost & Sullivan
discuss how consumer behavior has changed.
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for service have changed dramatically
in recent years, impacting how customer
service must be delivered.
Laura Bassett, Director of Marketing, Customer Experience and Emerging Technologies, Avaya
of organizations have a comprehensive
Customer Experience Management
program in place, meaning that 2 out of 5
companies are not benefitting from one.
China, Thailand & USA LEAD in having CUSTOMER EXPERIENCE MANAGEMENT programs in place
Customer Experience Management programs are especially common among companies selling through mobile technologies.
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