Improving and enhancing the customer experience is an ongoing goal for most service organizations. In a recent Forrester survey, 93% said the customer experience is among their company’s strategic priorities. However, the reality is that only 37% of companies have a dedicated budget for improving customer experience initiatives.
There seems to be an ongoing struggle between balancing the customer experience and cost. In a survey of 609 contact centers, 52% identified themselves as cost centers. A disappointing number since this is the one human interaction consumers can depend upon. Unfortunately, those call centers and service organizations will ultimately suffer in the end.