Corinium Global Intelligence was asked to interview 100 C-level executives with oversight of customer service to understand their current performance in delivering a superior customer experience. Some of the results are surprising. Others are expected. All are worthy of discussion. This research whitepaper begins by looking at how a business interacts with a customer and how it maps a customer journey, and then establish whether the self-service options they offer align with this journey. Then, the research looks at ways organizations are attempting to close any service gaps, reiterating the importance of a collaborative, connected and proactive customer service approach. Finally, the paper reviews how organizations are proactively mitigating issues, and how artificial intelligence and analytics can improve the customer experience.
Sponsored By ServiceNow, Carahsoft