{"id":147010,"date":"2018-06-19T08:14:15","date_gmt":"2018-06-19T15:14:15","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=blog&p=147010"},"modified":"2021-03-03T16:18:42","modified_gmt":"2021-03-04T00:18:42","slug":"infographic-driven-to-satisfy","status":"publish","type":"blog","link":"https:\/\/www.genesys.com\/en-sg\/blog\/post\/infographic-driven-to-satisfy","title":{"rendered":"Infographic: Driven to Satisfy"},"content":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text]<\/p>\n

How iconic firms are driving customer satisfaction performance goals throughout their CX operations<\/b><\/span><\/p>\n

Customer engagement has become part of operational strategies, and this evolution is led by iconic companies. In a recent briefing paper,\u00a0Getting to Iconic, MIT Technology Review surveyed over 550 senior executives from some of the world\u2019s top companies to identify what they have in common, including how they respond to the dual pressures of customer satisfaction performance goals and efficiency.<\/span><\/p>\n

In our\u00a0first infographic on the report findings<\/span><\/a>, we looked at how iconic companies set themselves apart in the way they engage with customers. But as customers continue their journey, there\u2019s a shift in focus for iconic companies. Customer satisfaction becomes much more of a driver than operational efficiency. In contrast, low-performing firms are a third more likely than Iconic firms to be driven primarily by efficiency for every stage other than customer service.<\/span><\/p>\n

Explore this infographic, the second of four based on the study findings, and see how iconic companies set customer satisfaction goals throughout their customer experience operations\u2014and why.<\/span><\/p>\n

The Big Takeaways<\/b><\/span><\/p>\n

1<\/b><\/span>\u00a0\u2013\u00a0<\/b><\/span>As customer journeys progress, customer satisfaction drives operational performance more than efficiency.<\/b><\/span><\/p>\n

Once a customer service request escalates in iconic companies, the emphasis shifts from \u201cpure\u201d efficiency to effective issue resolution.<\/span><\/p>\n

2<\/b><\/span>\u00a0\u2013\u00a0<\/b><\/span>Continue\u00a0<\/b><\/span>f<\/b><\/span>inding ways to use technology for the \u201chigh touch\u201d end of the customer journey.<\/b><\/span><\/p>\n

When transactional touchpoints drop off, iconic companies use automation technology to supplement and extend the capabilities of customer support teams. It\u2019s not about simply replacing call centre headcount.<\/span><\/p>\n

Successful Companies Focus on Customers Over Efficiency<\/b><\/span><\/p>\n

Download the MIT Technology Review paper<\/span>. Take a deep dive into how iconic companies balance talent and technology to build customer relationships.<\/span><\/p>\n

[\/vc_column_text][\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"

[vc_section full_width=”stretch_row”][vc_row][vc_column][vc_column_text] How iconic firms are driving customer satisfaction performance goals throughout their CX operations Customer engagement has become part of operational strategies, and this evolution is led by iconic companies. In a recent briefing paper,\u00a0Getting to Iconic, MIT Technology Review surveyed over 550 senior executives from some of the world\u2019s top companies to identify […]<\/p>\n","protected":false},"author":185,"featured_media":121342,"template":"","tax_priority":[],"tax_blogtype":[17756],"tax_blogcategory":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-147010","blog","type-blog","status-publish","has-post-thumbnail","hentry","tax_blogtype-genesys-en-sg"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/147010","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/blog"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/185"}],"version-history":[{"count":4,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/147010\/revisions"}],"predecessor-version":[{"id":366938,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/blog\/147010\/revisions\/366938"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media\/121342"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=147010"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_priority?post=147010"},{"taxonomy":"tax_blogtype","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogtype?post=147010"},{"taxonomy":"tax_blogcategory","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_blogcategory?post=147010"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme?post=147010"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_bundle?post=147010"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_contenttheme2?post=147010"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_capability_sitewide?post=147010"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_products_programs?post=147010"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buying_job?post=147010"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_buyer_persona?post=147010"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_sector?post=147010"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/tax_segment?post=147010"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}