CX-Research-Maturity-Model-Infographic_CISCO-2024_CE-4669_v6b
This CX Maturity Matrix infographic on research related to customer experiences and AI shows the correlation between leaders who had the highest business performance and those leveraging AI for customer impact, agent impact and business impact. Check out this revealing document and contact us today to get started with Webex by Cisco with AI experiences.
Why is customer satisfaction declining?
Customer satisfaction is declining due to several factors, including a significant number of customers reporting dissatisfaction with their last service interaction. Additionally, many agents are overwhelmed by increasing workloads, which can lead to poor service experiences.
How are agents affected by current technology?
Outdated and costly technology contributes to higher agent attrition rates, as many agents lack access to the right tools. Furthermore, businesses often operate with up to 10 disconnected customer data systems, which can hinder agents' performance and lead to lower customer satisfaction scores.
What distinguishes CX leaders from laggards?
CX leaders typically deploy extensive AI capabilities, enabling proactive customer communications and equipping agents with AI tools. In contrast, laggards have minimal AI deployment and limited communication orchestration, which affects their overall customer experience and business performance.
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