The Customer Experience Matters Now More than Ever

Bad service doesn’t just leave customers with a negative impression of your brand, it can severely impact your bottom line. Forrester Research found that the revenue impact from a 10% improvement in a company’s customer experience score can translate into more than $1 billion.

Consider these stats:

lightbulb 55% of customers surveyed recently abandoned an intended purchase or business transaction following a poor experience. (source: Forrester)
lightbulb 58% of consumers are frustrated with inconsistent experiences from channel to channel.  (source: American Express Customer Service Barometer)
lightbulb 42% of service agents are unable to efficiently resolve customer issues due to disconnected systems, archaic user interfaces and multiple applications. (source: Forrester)

The opportunities associated with improved customer service and engagement are huge… as are the risks for companies who fail to act!


What can you do to keep up evolving consumer expectations?

Demand for superior service is prompting many businesses to realize the importance of modernizing the contact center. From compliance issues and security weaknesses exposed by outdated systems to demand for new customer contact channels and heightened service expectations – it’s not a matter of if you need to modernize, but when.

Build a business case for modernizing your contact center to reach today’s digital consumers. Read our eBook to better understand the capabilities you need to stay competitive and improve business agility – and how the cloud can help.