Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Industry Research : Gap Exposed Between Consumer and Marketer Expectations for Customer Experience

#contactcenterworld, @redpointglobal

RedPoint Global, a provider of customer data platform and customer engagement technologies, announced a new research report examining the gap between marketer and consumer expectations surrounding customer experience (CX). Conducted by The Harris Poll and commissioned by RedPoint Global, the survey of more than 3,000 consumers and 450 senior marketers in the U.S., U.K., and Canada reveals that marketers (34 percent) are nearly twice as likely as consumers (18 percent) to believe brands do an excellent job delivering an exceptional CX. Ultimately, while brands might believe they are delivering a superior experience, the consumer perception says otherwise. Further emphasizing the gap, marketers consistently rate their performance higher than consumers do across all four core dimensions of CX: personalization, customer understanding, omnichannel/consistency, and privacy.

For marketers, technology limitations contribute to the CX gap and continue to hinder their attempts to bridge strategy and execution. Specifically, 57 percent of marketers report that their company has the right CX strategy in place but is unable to execute it effectively. Additionally, the majority of marketers report having a difficult time providing a seamless customer experience. Brands who have up to nine engagement systems (61 percent) express this difficulty, with the percentage rising considerably (76 percent) for those with 10 or more customer engagement systems in place. Looking at this data, it can be inferred that siloed legacy marketing technology (martech) solutions have not delivered on the promises of real-time engagement, customer understanding, personalization, privacy, a single customer view, and omnichannel presence demanded by the modern consumer.

Ring2 Dashboards & Wallboards Free Trial

"While marketers understand the importance of transforming the consumer experience, many continue to face roadblocks in delivering the seamless personalization today’s consumers demand," said John Nash, Chief Marketing and Strategy Officer at RedPoint Global. "In the survey with Harris Poll, we saw a consistent gap in perception between consumers and marketers in the success of these personalization efforts, with marketers acknowledging they are unable to execute their advanced CX strategies very well. Ultimately, bridging the gap in customer experience expectations will only happen when marketers have the ability to overcome their silos through a single point of control over all data, decisions, and interactions."

Our research further shows 63 percent of consumers expect personalization as a standard of service and they feel like a brand recognizes them as an individual when they are sent unique special offers (52 percent) and are recognized as a customer across all touchpoints (43 percent). Yet according to the consumer, many brands are not keeping pace with personalization expectations. Interactions that consumers label "very frustrating" include brands sending them an offer for a recently purchased item (34 percent), sending offers that aren’t relevant (33 percent), or when a brand fails to recognize them as an existing customer (31 percent).

In the eyes of the consumer, privacy stands out as a key part of the overall experience. The survey reveals that a slight majority of consumers (54 percent) are willing to share personal information with companies if it will be used to create a personalized experience, which rises for younger generations like Gen Z (ages 18-23) (72 percent) and Millennials (ages 24-37) (70 percent). The trade-off is that in exchange for sharing personal information, consumers appear to expect transparency, with 74 percent saying it’s very important or absolutely essential brands tell them what information is being collected.

Marketers and consumers do agree there is room for improvement. Most marketers (76 percent) admit their company still has significant room for improvement in delivering a consistently exceptional CX, with nearly the same percentage of consumers (78 percent) agreeing.

"The data from RedPoint Global and Harris poll back up what we hear from customers, that consumers are expecting an ever-increasing level of personalization and control while marketers scramble to meet those expectations," said David Daniels CEO and Founder of The Relevancy Group. "Organizations that want to provide relevant and contextual experiences across the customer lifecycle realize that bridging these gaps in expectations and execution is the most important thing they can do for long term growth."

It’s not all doom and gloom, as progress is being made and marketers are optimistic about the future. A large fraction (86 percent) report they have made improvements in closing the gap between CX strategy and execution across all customer interaction channels over the last year, while 83 percent are confident that they will continue to improve over the next year. Marketers will continue to advance their strategies to meet changing consumer expectations, requiring a high degree of agility as an overwhelming 96 percent anticipate their CX strategy will further evolve over the next 12 months.

#contactcenterworld, @redpointglobal

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About RedPoint Global Inc.:
Company LogoRedPoint Global empowers organizations to bring together all the customer data they need to create precise one-to-one interactions with their customers across any and all marketing channels. Unlike other solutions, the RedPoint Convergent Marketing Platform, a customer engagement platform, enables users to quickly extract structured and unstructured data from wherever it is, easily analyze customer behaviors and preferences, and create precisely the right messaging -- whenever and through whatever channel required -- all from a single platform.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Learn Through Bad Experience

Read today's tip or listen to it on podcast.

Published: Friday, April 19, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide Inbound Call Handling Services

 
1.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565

3.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

4.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284

5.) 
MattsenKumar LLC

Contact Center Outsourcing
By catering valuable, usable and enjoyable customer service, businesses can increase their CSAT Score and Customer Retention Rate. We help organizations to provide quality customer service through varied channels like email, phone and live chat. Ensuring quality after-sales support is our USP and we rely on proven approaches to ensure quality customer service.
 
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 8216 
Share

Survey - Online Event

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =