Why Current CX Initiatives Are Experiencing Diminishing Returns

May 16, 2024 Matt Mattie, VP of Sales
Contact Center Team

94% of companies report having already implemented call center automation or some form of customer experience initiative.  Yet, the American Consumer Satisfaction Index (ACSI) reports that satisfaction scores took a nosedive in 2022 and have not recovered as of this blog.  Further, independent research shows that 57% of customers feel that customer experience has worsened.

Why is this?

The customer experience dynamic changed with the onset of the worldwide pandemic. Companies rapidly implemented customer care automation due to rapidly changing customer expectations, which led to blind spots, increased call complexity, greater channel adoption, and employees (and employee processes) had a greater effect on the customer experience. The result, pre-pandemic CX strategies and tactics are delivering diminishing returns. 

To address this challenge, ACT (Advanced Call Center Technologies) has written a research paper titled, The Merits of the Total Experience Formula™ for Contact Centers in 2024.  In it, we analyze the root cause of declining customer satisfaction scores and present evidence on the solution to affordably bring CSAT score back up.

ABOUT ACT: ACT was founded 27 years ago on a winning formula – that the best solutions integrate Employee Experience (EX) + Customer Experience (CX) + User Experience (UX) + Digital Experience (DX) + Multi-experience (MX) for an outstanding Total Experience (TX) overall. We call it the Total Experience Formula™. Today, many of the world’s leading brands and Fortune 50 trust ACT to be an extension of their business to unlock their ability to respond quickly to rapidly changing competitive, business and compliance environments, to anticipate and scale for future needs, to outmaneuver their competition, to lower operating costs, to improve efficiencies, to drive revenue and increase customer engagement.

As a 100% employee-owned company, we have placed Employee Experience at the center of our business strategy because we know that engaged employees ensure the best customer outcomes. As shareholders in the business, our Employee Owners have a personal interest in delivering value to our clients, and their motivations are uniquely aligned to our clients’ success. When clients first come to us, we consistently find it to be an opportunity to transform their CX design and outcomes with a Total Experience approach, starting at the Employee Experience level.

ACT offers the operational expertise, technologies and best practices that you expect from a world-class BPO, combined with the innovative solutions, flexibility and individual attention that you can only get from a 100% employee-owned company. Learn more at our website www.acttoday.com.

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