3CLogic's Contact Center Blog

For those of you who did not have the privilege of attending SugarCon in San Francisco this year, the event was packed with exciting product announcements and updates, insightful keynotes, and a wide-array of educational track sessions—in fact, summing it all up in a short blog post doesn’t quite do it justice. But we’ve taken a stab at summarizing the top three key takeaways from this year’s show, and what it means for businesses looking to enhance their user and customer experience.

These days, customer experience is everything—in fact, 89% of today’s businesses want to compete primarily on the basis of customer experience, versus only 36% four years ago. But while the vast majority of CEOs believe they are delivering a superior customer experience, only 8% of their customers agree, indicating that there is a large disconnect between the service businesses think they are delivering, and how those on the receiving end feel. And as customer preferences continue to evolve and additional communication touch points emerge, businesses are finding it increasingly difficult to stay ahead of their clients’ growing demands. Add in the complexity of maintaining compliance with the latest industry standards and adhering to strict business requirements, and managing it all can feel like a juggling act.