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Majority of Firms Experience More than One Customer-Impacting Tech Failure Per Week: PagerDuty Survey

Airlines get away with abusing passengers because fliers have little real choice. In the digital realm, where choices are abundant and switching is easy, customers have no patience for poor performance. This study from operations management tech vendor PagerDuty found that 69% of consumers would leave a digital service if it doesn’t work well for more than 15 minutes. It also found that 38% of organizations need at least 30 minutes to resolve incidents that impact customer experience. If you think this isn’t your problem, think again: the most firms have at least one customer-impacting incident per week and about two fifths of those outages affect sales (40%) or marketing (37%).

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89% of Companies Lack Well-Developed Strategy to Improve Customer Experience: Econsultancy

April 12, 2017

Why the merger between creative and tech? It’s the customer experience, silly. An Econsultancy study for emarsys of Asia/Pacific marketers found that just 11% have a well developed strategy to improve customer experience and just 7% are seamlessly integrated across channels. Biggest barriers are experience complexity (44%), disjointed data (34%), and siloed organizations (34%). Marketing is in charge of customer experience more than half the time (54%), far more often than sales (12%), customer insight (6%), operations (5%), or customer service/support (4%). No one is charge 7% of the time.

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Twilio Announces Unified Profiles Powered by Segment

March 28, 2024

Twilio has announced two innovations within Twilio Flex, its digital engagement platform. The first, Unified Profiles, will be powered by Segment and allow businesses to collect and activate real-time consented data. This is the first of three launches set for 2024 that will embed Segment in Twilio Communication products. The second innovation is Agent Copilot which will allow users to deploy AI across this data to boost productivity.

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