closing the customer expectation gap

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