In today's interconnected world, consumers have low tolerance for poor customer service, prompting companies to invest in enhancing their customer service strategies. By 2020, the customer experience is expected to become the primary brand differentiator, with a significant percentage of customers preferring businesses that effectively resolve complaints. Additionally, organizations increasingly recognize the importance of customer experience in contact centers as a competitive advantage.

1. Harnessing the Power
of Customer Service
JUNE 2015: CUSTOMER SERVICE
In today’s interconnected and hyper-social world, consumers have little patience for poor customer
service. Companies are under pressure to meet customer expectations for optimal service. As
business leaders assess their customer strategies, here’s a snapshot look at why savvy companies
are investing in customer service and support as a key differentiator. —By Judith Aquino and Lorri Cosentino
Customer
Support
How may I
help you?
50%
of employees
said their company
provides customer
service via mobile
devices, up from
38% in 2012.
—Source: The Social
Customer Engagement
Index
CXCustomer
Experience
—Source: Customers
2020 Report
By 2020,
customer
experience will
overtake price
and product as
the key brand
differentiator.
70%of customers will
do business with
you again if you
resolve their
complaints.
— Source: Ruby
Newell-Legner
83%of consumers
require some
degree of
customer
support while
making an
online purchase.
Customer
Support
—Source: eConsultancy
51% of
companies
increased the
staffing of their
centralized
customer
experience
team in 2014.
increase
staff
— Source: Temkin Group
62% of
organizations
view customer
experience
provided throughcontact centers
as a competitivedifferentiator.
— Source: Deloitte:
Contact Center Survey