Companies need to balance customer requirements with corporate strategy in order to better manage the customer experience, John Georgesen, senior director, Convergys Analytics Solutions, told attendees at the 8th Edition Customer Experience Conference in Chicago.
Companies devise their strategies around a number of survey-based performance metrics, each of which has some merit, according to Georgesen, who discussed the findings of the 2012 Convergys Channel Behavior Study. Some of the metrics that companies may use include....