Ventana Research Analyst Perspectives

Technology Improves Customer Experience: Does Yours?

Posted by Richard Snow on Jun 29, 2017 10:11:41 AM

Our benchmark research into next-generation customer engagement finds that three-quarters (77%) of organizations participating in the research said it is very important to improve the way they engage with customers. The two main drivers behind this are improving the customer experience (cited by 74%) and im­proving performance of the custo­mer service organization (70%). This is important because most companies said their customers have good experiences, but only one-third said that experience is excellent.

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Topics: Mobile, Customer Analytics, Customer Engagement, Customer Experience, Customer Feedback Management, Cloud Computing, Collaboration, Customer Service, Internet of Things, Contact Center, digital technology, Omnichannel, Customer Journey Maps, Billing and Recurring Revenue