New Calabrio Survey Finds Companies Aren’t Delivering an Impactful Omnichannel Experience | Calabrio

Findings—launched at global customer conference—reveal a lack of comprehensive omnichannel strategies prevent organizations from delivering a seamless quality experience

Nashville, TN — September 11, 2018 — Companies are facing increased customer demand for digital self-service options, such as chat and text messaging, but many are quick to add new channels of communication without first addressing internal barriers. A new study announced today, “The Danger of Digital: Why digital self-service without true omnichannel strategies risks the entire customer experience,” found that in the rush to deploy additional customer communication channels, many organizations skip the much-needed operational planning required for those channels to provide the best possible service to customers.

Commissioned by Calabrio, a leading provider of customer engagement and analytics software, the study surveyed more than 1,000 marketing and customer experience leaders in the U.S. and U.K. to determine if internal processes enable companies to deliver the experience promised to customers. The report was launched today in Nashville at the company’s U.S. user conference, Calabrio Customer Connect (C3).

While 93 percent of companies know the importance of providing a seamless, quality experience across all channels, only 45 percent think they are very effective at doing so. A variety of barriers still exist including inconsistent training across channels, a lack of ability to combine customer interaction data from all channels and budget constraints.

“As digital channels increasingly become customers’ preferred method of service, companies can’t afford to let internal hurdles prevent them from providing the highest quality experience,” said Tom Goodmanson, president and CEO at Calabrio. “To meet customer expectations, companies shouldn’t look for a quick fix and simply add channels—they must do the hard work of planning and optimizing every step of the customer journey, both digital and in-person.”

Also announced at C3 is the company’s second annual customer awards program, the ONE Awards, which recognize and celebrate organizations who are leveraging Calabrio to drive the future of workforce optimization, and customer and employee experience.

C3 2018 explores how organizations can amplify connections with customers and employees. Attendees learned from more than 65 breakout sessions, presented by Calabrio experts and customers, and industry analyst Paul Stockford of Saddletree Research. The event sponsors include ATS, CDW, Cisco, ConvergeOne, Five9, ServiceNow, Selligent Marketing Cloud, ShoreGroup and Virteva.

Just announced, the C3 2019 customer conference series will kick off October 13-16 at the JW Marriott in San Antonio, Texas. Visit the C3 web site for more information.

Download the full report, “The Danger of Digital: Why digital self-service without true omnichannel strategies risks the entire customer experience.”


Commissioned through VI.GA Consulting. Study of more than 1,000 marketing and customer experience leaders in the U.S. and U.K.

About Calabrio Customer Connect

Calabrio’s annual user conference, Calabrio Customer Connect, is two-and-a-half days of in-depth learning and networking. Through dozens of breakout sessions and roundtable discussions, attendees learn from experts spanning industries, and share best practices and lessons learned with peers. They speak with Calabrio executives and technical experts to get more value from their investment in Calabrio solutions, and provide feedback for future products.

About Calabrio
Calabrio is a customer engagement software company that provides analytic insights to catalyze growth through customer service contact centers. The Calabrio ONE® software suite empowers everyone in an organization, from contact center agents to the CEO, with easy-to-use tools that provide a better understanding of the customer. Every customer interaction yields insights that expand customer-consciousness, which is how leading companies now drive growth and long-term corporate prosperity. Find more at and follow @Calabrio on Twitter.

Calabrio, Calabrio ONE® and the Calabrio logo are registered trademarks or trademarks of Calabrio, Inc. All other trademarks mentioned in this document are the property of their respective owners.

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