Time for the evolution into the Customer Experience Centre.
Companies tend to overestimate the satisfaction of their customers. Many companies see their contact centres as successful, but customers tell another story.
Successful organizations will be transitioning to what Capgemini calls the “customer experience centre” (CEC). The CEC will integrate all pertinent channels into a coherent experience for the customer – one that allows individuals to interact with the organisation via their chosen channels, switching seamlessly from one to another.