“Improving the customer experience is an important business priority. However, many organizations are failing to deliver on customer experience expectations due to channel inconsistencies, poor expectation setting, a reactive rather than proactive approach to service, and their engrained unwillingness to engage in more open, two-way customer relationships. Organizations that strive to overcome these challenges will gain notable competitive advantage over the next few years.”
– Jim Davies, Research Director, Gartner
Source: Convergys press release, dated today, on its new “relationship management approach”
Tags: none
