According to the 2014 ICMI report, “Customer Experience Management in Action! Insight to Differentiate YOUR Company & Contact Center,” customer engagement and loyalty is an important priority to 92% of organizations.
What’s more, the report reveals that 81% of companies recognize the correlation between the customer experience and loyalty.
Customer experience management (CXM) is no longer a luxury, but a competitive necessity, the report says. What’s more, customer experience programs can optimize an....