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06/05/12 -- Delivering anexceptional customer experience has proven to be a significantchallenge to most organizations, even though they understand thecritical impact it has on their businesses. These findings arehighlighted in a recent survey jointly fielded by nFusion , an Austin, Texas-based marketing firm, and Pegasystems Inc. (NASDAQ: PEGA), the leader in Business Process Management (BPM) and software for customer centricity. The survey, titled Designing and Managing Customer Experiences forImproved Brand Performance, found that while 95 percent oforganizations questioned said the customer experience wasimportant, only 6 percent considered their organizations bestpractitioners. Such results highlight a significant disconnectbetween understanding the impact of customer experience andactually being able to deliver a positive experience. The majorityof executives surveyed cited disjointed customer touch-pointsacross channels and customer facing organizations as one of the keyfactors contributing to an inconsistent and often negative customerexperience. As a result of channel and organizational silos,companies are lacking transparency and integration in customerfacing initiatives across the organization. Sixty-nine percent ofexecutives surveyed believed that the lack of coordinated customertouch points is resulting in a negative impact on their brand. The survey also highlighted a strong correlation between companieswho successfully deliver great customer experience and the positiveimpact on their brand reputation. Successful organizations havebeen able to move beyond generic customer experiences to delivermore personalized, relevant experiences during every customerinteraction. Responses cited that such efforts are usually driventop-down from the CEO, with the Chief Marketing Officer (CMO) bestequipped to lead such initiatives. "Today's organizations are challenged to unify incredible amountsof customer data that are typically siloed across variousdepartments as they struggle to adapt to new channels and providemore consistent customer experiences across touch-points," saidJohn Ellett, CEO at nFusion. "We found that the organizations whoare able to overcome this fragmentation issue are enhancing theircustomers' experiences and realizing a positive impact in theirbrand reputation." "The role of CMOs has evolved in recent years and increasingly theyare being asked to lead cross-functional customer experienceinitiatives to improve competitive performance," said GrantJohnson, CMO at Pegasystems. "Given the negative impact a poorcustomer experience can have on brand reputation, CMOs have aunique opportunity lead the charge to orchestrate all customertouch points across their organizations to drive overall customervalue, as well as more consistent and positive customerexperiences." Supporting Resources: To read the entire survey report, please visit: Designing and Managing Customer Experiences for Improved BrandPerformance RSS Feeds for Pegasystems Press Releases , Pegasystems Media Coverage and Pegasystems Events About nFusion nFusion is an integrated, digital-centric marketing agency thatprovides the combined services of a marketing consultancy,advertising agency and interactive firm to companies servingcustomers in the B2C and B2B sectors that seek a trusted partnerwith a demonstrated history of helping clients to understand,embrace and thrive in a market environment of constant andaccelerating change. The award-winning, Austin-based agency knowshow to navigate today's chaotic, rapidly changing environment withmarketing as dynamic as the marketplace itself and serves as atrusted partner and advisor to a wide array of organizations acrossmultiple industries, including Anheuser-Busch InBev, Comerica Bank,Comcast, Nokia, Nortel, Samsung and Zimmer Spine. nFusion helpsclients cut through the clutter with award-winning, savvy campaignsthat balance traditional media with cutting-edge digitalcapabilities. nFusion is headquartered in Austin, Texas, and can befound online at . About Pegasystems Pegasystems, the leader in business process management andsoftware for customer centricity, helps organizations enhancecustomer loyalty, generate new business, and improve productivity.Our patented Build for Change® technology speeds the deliveryof critical business solutions by directly capturing businessobjectives and eliminating manual programming. Pegasystems'flexible on-premise and cloud-based solutions enable clients toquickly adapt to changing business conditions in order tooutperform the competition. For more information, please visit usat . All trademarks are the property of their respective owners. Press Contacts: Brian Callahan Pegasystems Inc. brian.callahan@pega.com (617) 866-6364 Twitter: twitter.com/pegasystems Christa Conte Hotwire PR christa.conte@hotwirepr.com (646) 738-8962 Copyright @ Marketwire. The e-commerce company in China offers quality products such as Passive Optical Multiplexer Manufacturer , Fiber Media Converters, and more. For more , please visit Fiber Optic Components today!
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