Monday, June 11, 2012
The ability to provide customers with a superior experience goes a long way toward retaining their business. But according to a recent survey, many companies are struggling in this area.
A survey conducted by nFusion and Pegasystems Inc. found that 95 percent of organizations feel the customer experience is important, yet only 6 percent said they deliver the best service.
"Today's organizations are challenged to unify incredible amounts of customer data that are typically soloed across various departments as they struggle to adapt to new channels and provide more consistent customer experiences across touch-points," said John Ellet, CEO at nFusion.
Many customer experience issues occur due to the absence of a single point of accountability for delivering customer experience in the company, according to the source.
The customer experience can be enhanced by integrating new technologies, such as mobile applications and social media, into contact centers, according to 1to1media.
Society is trending toward mobile and social, so the utilization of these technologies will make customers' lives easier, leading to an enhanced customer experience.