Business decision makers (BDMs) were surveyed to assess their views of the role that customer service plays in various business considerations. The survey targeted BDMs in financial services, healthcare, retail and education, as well as media and telecommunications. Enterprises surveyed had, on average, more than 1,000 employees, and more than one third had revenue greater than $250 million.
The survey focused on three key areas:
• The role of customer service, customer satisfaction and customer loyalty
• The importance of various factors on a business, including revenue growth, customer satisfaction, customer loyalty, streamlining operations, employee satisfaction and digital transformation in the contact center
• The importance of various factors on buying a new product or service