CX-Spotlight

Part 2 of 3. Why are consumers saying their customer experiences have worsened? In this second of three parts, Stephen Duignan and Steve Nuttall dig deeper into regional research to illustrate the disconnect between customer experience and contact centre beliefs. The results might surprise you. There is a significant focus in many businesses around customer experience. Yet consumers say that they still have trouble connecting to a representative who can help them. Many consumers are walking away from businesses who deliver poor service. in fact, recent research show that up to 90% of consumers in Australia and New Zealand have done so in the past 12 months. So where are B2C organisations going wrong and what needs to be done to improve? Stephen Duignan, VP International Marketing at LogMeIn and Steve Nuttall, Research Director at Fifth Quadrant, dig into the key findings from brand new customer engagement research conducted in Australia and New Zealand.