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Customer Experience Strategy: Meeting Expectations and Changing Dynamics in Service

White Paper Published By:
Published:  Sep 20, 2013
Type:  White Paper
Length:  25 pages

In 2013 partnered with Fifth Quadrant to conduct quantitative and qualitative research into the customer service space in Australia and New Zealand. The research was designed to specifically examine new channels for service delivery such as Mobile Devices, Social Media to name a few and the maturity level of Australian organisations in regards to Customer Experience Strategy

Key findings:

  •  74% of consumers reported that a company being able to combine information collected from different interactions was "Extremely Important" to them
  •  66% stated that a company knowing their history across different interactions was 'Extremely Important' to them
  •  There is a strong, statistically significant relationship between organisations with a mature Customer Experience Strategy and better business performance.

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Tags : 
salesforce, crm, crm solutions, research, best practices, ces, technology, knowledge management