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Most Organizations Are Preventing Front Line from Delivering the Best Customer Experience Possible
The International Customer Management Institute (ICMI) in partnership with LiveOps released the 2015 report, "Own the Moments! Understanding the Customer Journey." The report reveals that only 53 percent of organizations have a formal customer satisfaction program, and that 74 percent actually admit to preventing their front line from providing the best possible customer experience possible despite the fact that customer engagement and loyalty were identified as important priorities for all respondents. Additional key findings from the report include:
• 42 percent of contact centers do not investigate the root cause of repeat customer contacts
• Less than 25 percent of organizations have a C-level "customer experience" leader
• The metric of greatest commonality among survey respondents is Abandonment from Queue (68 percent), yet this metric also topped the list of "least effective" metrics.
• Identifying a customer having an issue in real-time and conducting proactive outreach would greatly improve both the one-time customer experience and the full customer journey
Worldwide IT Spending on Pace to Reach $3.8 Trillion in 2014
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