CCW Fall Executive Report: The Days of Customers Enduring Bad Experiences are Over

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Title : CCW Fall Executive Report: The Days of Customers Enduring Bad Experiences are Over
Edition : 
Year : 2017
Authors : Brian Cantor 
Publisher : Call Center Week Digital

 Preface
The days of customers enduring bad experiences are over. Sixty-two percent of customers will consider switching to a competitor after one or two unsatisfying encounters. Businesses therefore have an imperative to deliver what customers are demanding. What are customers demanding?  Better interactions – throughout the journey. They expect the business to provide fast, effortless, accurate information and resolutions on the very first contact, regardless of the specific channel in which the interaction takes place. They also expect the business to truly understand their specific profiles and personalities. They, moreover, ask the business to leverage that insight to anticipate needs and optimize future interactions.
The demands are clear, and businesses are definitely listening. Recent CCW Digital research  confirms that businesses and customers are generally on the same page when it comes to the
ideal engagement experience.
Knowing and doing are not, however, the same thing. Some businesses are more committed to (and prepared for) taking action than others. Businesses that are taking action, moreover, may disagree on which investments and initiatives to prioritize. 
The CCW Fall Executive Report explores those differences. It features the debut of the CCW Digital “Heat Map,” which reveals how seriously organizations are taking key customer experience “trends.”
It then looks at how organizations are setting priorities – and budgets – amid the demand for a contact center that can satisfy customers in the connected era. After subsequently exploring perspectives on omnichannel engagement and artificial intelligence, it concludes by sharing best practices that are backed by case studies.




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