The State of Customer Experience 2017
"In the old world you devoted 30% of your time to building a great service and 70% of your time to shouting about it. In the new world that inverts."
--Jeff Bezos, CEO of Amazon
By 2020, customer experience will overtake price and product as the key brand differentiator, according to a Walker study. Success hinges on how you deal with customers. Positive customer experiences convert into sales. Poor customer experiences lead to lost revenue.
Our research gathered from over 200 contact center and customer experience professionals provides a revealing look at an industry in transition. Together with the findings are clear recommendations that will help anyone involved in delivering a superior customer experience.
Click at right to read this whitepaper, sponsored by West