The five biggest barriers to a
“magnificent customer experience” are deemed to be:
Internally perceived (in-house)
1) Lack of
resources / time (regarded as “great barrier” by 66% of company respondents)
2)
Disconnected systems & technologies (50%)
3) Lack of
skills and training (38%)
4) Lack of
finances (37%)
5) Lack of
regular processes and / or suitable methodology (36%)
Externally percieved (by supplier agencies)
1) Lack of
resources / time (64%)
2) Lack of
skills & training (56%)
3) Lack of
boardroom buy-in (49%)
4) Organisational
culture (44%)
4) Lack of
regular processes and / or suitable methodology (44%)
[C Scape - Customer Engagement Report, Nov 2006]
