CSG® (Nasdaq: CSGS) today released the results of a comprehensive new survey examining the correlation between customer experience (CX) and business growth. Conducted by Forrester Consulting, the commissioned survey engaged marketing and CX decision makers to reveal that despite access to more customer data than ever before, companies continue to struggle to harness this data to meet customer experience expectations.
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CSG CX Survey Results (Graphic: Business Wire)
“Around the world, companies are realizing the importance of using data to understand the evolving wants and needs of their customers,” said Brian Shepherd, executive vice president and group president, CSG. “And while companies have significantly increased the amount and type of customer data they collect, harnessing the power of that data to deliver a truly differentiated experience remains a significant challenge.”
Key findings of the study include:
Data is Abundant; However Internal Silos Stand in the Way of Delivering Good CX
CX is a Primary Driver of Customer Retention and Growth
Summary
Only with a better understanding of how to interpret and leverage customer data will companies be able to isolate, quantify, model and track opportunities to improve CX, operational efficiency and ultimately drive business results.
CSG is focused on helping companies create transformational experiences that drive customer loyalty and fuel long term business growth, and recently launched a new Experiences Practice to help companies strategize, design and deliver these experiences.
To view the full results of the CSG customer experience survey, “Great CX Cuts Cost And Drives Business Results,” visit here. To learn more about the CSG Experiences Practice, visit www.csgi.com/experiences.
About CSG
For more than 35 years, CSG has simplified the complexity of business, delivering innovative customer engagement solutions that help companies acquire, monetize, engage and retain customers. Operating across more than 120 countries worldwide, CSG manages billions of critical customer interactions annually, and its award-winning suite of software and services allow companies across dozens of industries to tackle their biggest business challenges and thrive in an ever-changing marketplace. CSG is the trusted partner for driving digital innovation for hundreds of leading global brands, including AT&T, Charter Communications, Comcast, DISH, Eastlink, Formula One, Maximus, MTN and Telstra. To learn more, visit our website at csgi.com and connect with us on LinkedIn and Twitter.
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Brad Jones
Public Relations
CSG
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David Banks
Investor Relations
CSG
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