A new Ventana Research report titled, “Customer Experience Management: Improving the Consistency and Quality of Customer Interactions,” confirms that businesses are only beginning to advance towards managing the customer experience across the broad set of customer interactions.
Ventana Research found only 12 percent of organizations provide optimal customer experience management, leaving angry and frustrated customers in the majority. More than 253 worldwide companies from all major industries participated in the benchmark that researched the maturity and direction of business worldwide.
Key findings in the report include:
- Critical steps to improve the consistency and quality of customer interactions
- Top factors impacting the customer’s experience during agent-assisted interactions
- Why innovative companies are using “smart desktop” technologies to improve agent performance and the customer experience
- New customer key performance indicators (KPIs) for CEM-driven companies
“Today’s customers may be one annoying phone conversation or frustrating experience at a poorly functioning Web site away from defecting to a competitor,” said Richard Snow, Ventana Research’s vice president of customer performance management research. “To rise to this challenge, businesses need to practice customer experience management (CEM), addressing issues involving people, processes, information and technology that influence customers’ experiences and behavior at every point they touch the business.”
The complimentary Ventana Research benchmark report is available on Cincom’s web site at www.cincom.com/CEMresearch.