Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
InternationalEnglish

Research suggests that nearly 90% of businesses are neglecting the customer experience

Today, the customer holds all the cards. This limitless power has been generated by a seismic shift in how we communicate.  Mobile technology means customers are continually in either buying mode or conversation mode; ready to appraise and detract as they feel the need. This gives brands a simple choice – adapt or die.

Pursuing customers as advocates requires businesses to deliver the optimum customer experience. To achieve this, organisations are striving to create genuine one-to-one, omnichannel customer contact; where all communication touch points are integrated and the company has a 360 degree view of each individual customer, regardless of the contact channel they choose.

However, research commissioned by leading customer experience provider, Webhelp UK, which interviewed 200 businesses around the world, paints a very different picture. Alarmingly, 89 per cent of businesses are yet to consolidate their customer experience offering across traditional voice and non-voice channels, despite non-voice contact almost doubling in the last two years (from 36 per cent to 68 per cent).

Whatç—´ even more perplexing is that 70 per cent of businesses have invested in the use of analytics to better understand customer journeys which would have almost certainly pointed them towards the increasing importance of an omnichannel model.

It seems that organisations are taking a positive first step by investing in intelligence but are then failing to act on the results and turning a blind eye to crucial analytics, a decision which could cost them dearly in the long run.

It is also surprising that 71 per cent of businesses across North America, Western Europe and Australia are not turning to Outsourcing as a way of breaching the gap between capturing voice of the customer data and then turning this into actionable insight and customer journey improvements. Outsourcing should be seen as a strategic tool to improve customer experience, based on a recognition that resources available in-house are not always going to be enough to deliver change.

As the years roll on and technology advances into the unfathomable, businesses need to keep up with new developments and meet changing demands. Putting the customer experience on the back burner or forgetting about your core audience all together could be the worst decision you ever made.

Download CRM Outsourcing Business Trends infographic

OVUM Webhelp UK research crm outsourcing

Register now to attend our upcoming events and webinars and to be alerted to new publications in our white paper series. 


Webhelp
Article by: Webhelp

News & Insights

Recommended for you
Service Provider
Solution Designer
Technology Enabler
Blog
Black Friday and Cyber Monday: The Webhelp Experience

The media coverage of Black Friday and Cyber Monday (BFCM) has focused mainly on the customer experience and the corporate, but there has been far less coverage of the employee experience. We all know that it’s a really busy time for retailers, so how do the people working on the customer service frontline experience the BFCM weekend? We asked our own team at Webhelp. Over 800 people...

News
Top Performers Recognised At Webhelp South Africa’s Annual Star Awards

Webhelp recently hosted its fourth annual Star Awards event, held at the Bay Hotel in Cape Town. This event saw representatives from the company in South Africa and the UK come together with clients, industry partners BPeSA and CCMG as well as impact sourcing partners Harambee and Columba, to...

News
Webhelp’s market expansion strategies in the contact centre outsourcing market earn it accolades from Frost & Sullivan

Webhelp's keen focus on agile customer experience (CX) solutions has helped it grow across Europe in an intensely competitive market Based on Webhelp’s successful growth strategy across Europe, Frost & Sullivan has recognised the company with the 2018 European Market Leadership Award in...

Whitepaper
B2B Marketplaces are blossoming

Following our publication last year of " The Spring of B2B Marketplaces ": it is time to look back and to answer these questions: has there been some movement in the market? Have B2B players evolved in their marketplace business models? Is launching a new market observatory worthwhile? The answers...

Case Studies
Post Office Limited®

...

×

Webhelp Cookies Preference Centre

Strictly Necessary Cookies
The website requires the use of cookies for essential functional requirements and these are outlined in the cookies policy.

Enhanced Functional Cookies
Some features of this website use services provided by third parties websites. These features use cookies to implement their services on this website and may collect data about your visit to help them optimize their functionality. The Webhelp cookies policy outlines the cookies used by these services.

We have links to social networking such as Twitter, Facebook and LinkedIn.
These websites are third party sites. We do not place cookies on their behalf, and do not have control over the way they collect or use your data.
We encourage you to read more about their policies:
Twitter
LinkedIn
Facebook