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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.

CONSUMER BEHAVIOR HAS CHANGED

78%
of consumers say the
way they deal with
companies has changed
in the last 12 months.

GREAT CUSTOMER SERVICE IS CRUCIAL

Customers who are less tolerant of poor customer service

Customers who are more likely to spend money with organizations that make it easy to deal with them

Customers using a wider variety of ways to contact organizations

None of these - attitudes have not changed in the last 12 months

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

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.

All Surveyed Financial Services Public Sector Retail Sector

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.

Consumer behaviors and expectations
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

57%

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

While the US is seen as the ultimate service economy, China actually leads the pack in CEM implementations with Thailand in second place.
76 apps 71 mobile enabled websites

Customer Experience Management programs are especially common among companies selling through mobile technologies.

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