Customer Experience News & Trends

Good news, contact centers: The CFO has your back

Contact center leaders: Now might be the perfect time to ask for the resources you’ve wanted for some time. Here’s why.

Your company leaders likely agree customer service is more important than ever and will meet your needs.

Almost half of finance executives plan to invest more in customer service over the next twelve months, the American Express/CFO Research Global Business & Spending Monitor survey found. What’s more:

  • 39% plan to invest more in customer satisfaction and/or customer retention
  • 34% will keep an eye on the effectiveness of customer service investments, and
  • 33% will focus on customer service performance

Keep in mind: While it’s a good time to ask for support, it’s also vital that you can show a return on investment. CFOs in this study want to see that their investments are effective. In other words, you want to prove that customers will be happier and buy more.

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