CompTIA has just released 2019 research results for Customer Experience Trends in the Channel. Like all CompTIA research, this is packed with great insight and analysis.
The lead abstract from the report states the following:
"Today, Gartner reports that 89% of companies in the overall economy say they compete primarily on the basis of the customer experience they deliver, determining, correctly, that CX is often the main reason clients decide to stick with a brand. This is happening notably in the retail space, but also across all industries today. The IT channel ecosystem is no different. Technology practitioners selling products, IT services, or consulting are all trying to find ways to improve the experience they provide from initial recruitment of a customer, through the sales process, technical and business support, and renewal. The following report takes the pulse of today’s CX efforts among today’s tech channel."
I could not agree more. I have long said that for those us working in the IT industry, we are in a customer service business first and foremost. We're just lucky enough to work with technology every day.
Some of the other key takeaways from this research are:
Customer support is just one element of the relationship.
Metrics will become increasingly important.
Omnichannel interactions will become more prevalent.
You may download a complimentary copy of this research by clicking here.