Ovum Report

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

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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