(Image credit: Getty Images) Consumers are placing increased pressure on enterprises to improve user experiences and update clunky legacy technology, according to new research from Pegasystems and YouGov. More than three-quarters (77%) of surveyed consumers said organizations should invest in improved interactions with customers, while over two-thirds (69%) feel companies are more interested in driving profits with tech investments than improving customer experience. Many consumers feel this is a problem that has deteriorated in recent years, with 56% describing the difficulties of interacting with businesses as worse now than they were a decade ago. Over a quarter (26%) strongly agreed this was the case. Consumers complained of several issues, including slow, siloed customer service operations. Nearly two-thirds (63%) said customer service wait times were their top pain point, while 40% said customer service agents lacked the information needed to provide good service. Website and app disruption is also a leading problem, with just under a third (29%) saying they are frequently told by customer service agents that systems are down or not working correctly. 28% say that websites and apps they use to interact with businesses are slow or have crashed. All this affects bottom lines for enterprises, Pegasystems […]
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
K&X Design and Investment Technology, LLC
Invest The Invisible Impact
