Intelligent CIO Africa Issue 67 - Page 22


Businesses are not equipped to deliver on customer experience , IFS study finds

Businesses are missing out on a significant opportunity to fix internal processes and address the root causes of customer experience issues in the wake of the pandemic , research from enterprise software specialist IFS has revealed .

When it comes to delivering a positive customer experience , businesses have a limited opportunity to get it right .
The global study , which surveyed more than 1,700 executives and over 12,000 consumers , uncovered that despite the majority of companies ( 66 %) investing upwards of US $ 250,000 each year evaluating the customer experience through Net Promoter Scores , reviews and customer satisfaction surveys , 82 % were unable to recall a single positive example of a recent frictionless customer experience – showing current customer experience processes do little more than wallpaper over the cracks .
While much attention is paid to customer service , the inflection points that occur throughout the lifecycle of an operation and encompass processes , technology solutions and human coordination are even more
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