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Mind the Gap: Do You Really Know What Your Customer Wants?SAN FRANCISCO, April 5, 2018 /PRNewswire/ -- Genesys® (www.genesys.com), the global leader in omnichannel customer experience and contact center solutions, is hosting free, 60-minute webinars on April 18 and 19 to discuss the findings of the Genesys "State of Customer Experience" report with analyst Sheila McGee-Smith of McGee-Smith Analytics. The global survey sponsored by Genesys reveals fewer than 20 percent of companies across the world have a dedicated team to manage the complete customer journey — even though customer experience is arguably the most powerful differentiator in business today. Evidence of this is everywhere – customer experience nightmares for airlines, retailers, telecommunications service providers, and other industries were a common theme in the news and on social media in 2017. Yet when these businesses were asked about their performance related to the customer service and support, they rated themselves much more highly than consumers do. What: Get the Stats – Don't Become a Tragic Customer Experience Statistic This webinar dives into findings from the Genesys State of Customr Experience report, based on a poll of 2,000 consumers and 1,300 businesses across the globe. The report highlights the disconnect between consumers and businesses across customer service expectations, technology preferences and delivery methods. The perception gap is obvious. Only 2 percent of consumers surveyed in the Genesys research prefer chatbots, yet 66 percent of businesses plan to use a chatbot this year with the goal of improving customer satisfaction. Why: Join this webinar to learn:
Who: Participants include: Sheila McGee-Smith, principal founder, McGee-Smith Analytics When: Wednesday, April 18 — 60 minutes North America: 11 AM PT / 2 PM ET Thursday, April 19 — 60 minutes Europe, Middle East & Africa: 2 PM BST / 3 PM CEST How: Register now to attend this live webinar and/or to receive a post-event recording. About Genesys Contacts: Lisa Hawes
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