“They have failed to provide what they have promised. Their offers … were definitely misleading and inappropriately handled. The whole experience is taking forever and getting worse … every time I talk to them.”

“My biggest complaint is the harassment and how they would talk to me. They never told me about any way to help me payoff [sic] the account … Today I have finally paid the account down so that I can be rid of them.”

“I feel taken advantage of–I want my money and am so tempted to pull all funds and sew them in my mattress. If a ‘big bank’ can not [sic] protect my money which we worked hard for, then what are we, the general public, supposed to do???”

Customer complaints are as old as time. While these three are excerpts from genuine customer complaints, they have a lot in common with those dating back thousands of years.

The reasons people complain have stayed the same. What has changed is the way these complaints are expressed. They have evolved with changes in the way people communicate and advances in technology—and have influenced how we handle complaints today.

New Infographic Dives into Executive Survey Data to Detail Major Improvement in Data-Driven CX

Last issue, we shared the report  Forbes Insights: “Data Elevates the Customer Experience.” The report shows significant progress being made toward achieving a true “connected customer experience.” The data also exposes the tough challenges that remain.

For this issue, we created an infographic that visualizes the key data points which illustrate this important story. We hope it helps you see the significant progress being made in Data-Driven Customer Experience (CX) and the hurdles we all still face.

Let me highlight a few important takeaways from our analysis of the data—

Confidence and optimism rise. We see more executives’ conviction than ever in their readiness to deliver data-driven CX. 

Doubt lingers about sharing data. The data shows executives doubt that customers having access to their own data will enable a stronger, more integrated, and connected customer experience. Much work needs to be done to further democratize consumer data and demonstrate its benefit to both organizations and consumers.

Long-term strategy and investment required. Many executives don’t see an immediate benefit in data-driven CX—and yet they understand the focus, commitment and investment required.

We also look forward to new research that shows further progress in data-driven CX. We hope to see research and data that includes important new channels—like Home and Voice. By all accounts, these new channels are rapidly contributing a wealth of data that could be mined for insights on how to integrate the connected customer experience.

We hope you enjoy the infographic—and we hope you and your organizations are making the critical connections needed to power data-driven CX.

Scroll now!

Tal Solutions’ FRAMEWORK newsletter presents you with a monthly collection of curated, personally selected content, original writing, and a variety of media focused on big ideas about and beyond Data Analytics—all with Marcia Tal’s insightful point-of-view and commentary.

Look for Our Exciting New Direction: FRAMEWORK in 2018

In our second year, we’re now working on exciting new content for FRAMEWORK. Our curation and commentary will remain part of the mix—and now we’ll bring new relevant and useful information to you in a variety of engaging media.

Going forward, we will be publishing monthly. We’re still listening to readers and experimenting, so look for new content and more details next month.

Thank you for being a FRAMEWORK reader!

“The only way to make sense out of change is to plunge into it, move with it, and join the dance.”
—Alan Watts