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The missing link in transforming customer experience

The right Business Process Management suite can elevate CX to new heights

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Businesses are fast realizing that customer experience (CX) is the key to their success. What is CX? More than anything it’s a perception. It’s the overall impression customers have of your business — the sum of all their contacts and touch points with it.

The vital customer service journey

CX starts from the first time people hear about your company and continues with their initial contact on the web, through a sales agent, during an event or via social media. It lasts through the sales stage, during onboarding and service delivery. It’s part of how you deal with support tickets and complaints, and how you handle subsequent orders. Every one of these steps makes up the complex journey your customers take through your business landscape.

That journey is critical. Business analysts agree that the opinion your customers form throughout it — at each step and in total — directly affects their future loyalty to your firm. Just consider the following statistics:

  • 62% of organizations say contact centers are a competitive differentiator when it comes to customer service (Deloitte)
  • 94% of customers who say they’ve had a low-effort service experience also say they will become repeat customers (CEB)
  • Loyal customers are worth up to 10 times as much as their first purchase (White House Office of Consumer Affairs)
  • 68% of companies plan to increase their customer management spend, making it a strategic focus area for businesses (Call Center Executive Priorities Report)
  • 78% of companies plan on dedicating significantly more or somewhat more effort to improving their online customer experience (Temkin Group)

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