Closing the customer expectation gap
Customers expect you to know them well, be where they are, and deliver a great end-to-end experience. So it’s no surprise that improving the
customer experience is a priority for CEOs
Digital confidence
79% of CEOs say they already deliver a digital customer experience that is ‘good’
or ‘excellent’
Room for improvement
Sources: Leading from the front: CEOs perspectives on business transformation in the digital age, BT, 2017Digital customer research, BT, 2017
66% of consumers say they find
dealing with customer service issues exhausting
From reactive to proactive
78% of people like it when
organisations notice they are having difficulty with a website/completing an order and contact them
directly to help
Around the clock service
74% of people want
24/7 customer service
Removing the barriersCEOs say the biggest
barriers to providing a better digital customer
experience are:
39%36%34%
security concerns
lack of technology skills
lack of customer insights
Driving deeper customer interactions
66% of CEOs cite customer satisfaction as the key objective of a digital customer experience