Ovum Report

Take a modern approach to customer experience: empowering frontline employees and agents

Customer expectations have grown tremendously, as their experience with a brand has become one of the most important factors that determines if they’ll purchase again from a company. These rising expectations are increasing the demands on all customer-facing employees.

Ovum Research conducted a global survey to better understand just how prepared customer-facing employees are to deal with rising customer expectations. The survey spanned 7 countries across North America, EMEA, and ANZ and collected feedback from 750 customer-facing employees, customer experience managers, and content/knowledge managers.

In this report, we discuss:

  • How customer expectations are changing the role of support teams
  • Gaps in how support teams are being equipped
  • How customer frustration impacts agent satisfaction
  • Trends and perceptions on agent facing AI implementations