FL-SITEL-GROUP
Sitel Group®, one of the largest global providers of customer experience (CX) products and solutions, today released its CX study “Sitel Group CX Landscape 2022: Evolution or Revolution?”, which examines the expectations of consumers amid a rapidly shifting industry landscape and uncertain economy. The data was compiled from the results of a survey completed by over 6,000 consumers equally split across six territories: the U.S., Brazil, the U.K., France, Germany and Spain. The results disclose an apparent disconnect between customer expectations and CX delivery when it comes to the provision of self-service or automated channels, revealing a sense that sliding industry performance for all-around CX quality could be stretching consumers’ patience.
Findings from the report uncovered that companies are still failing to meet consumers’ expectations. In fact, 50% of the consumers surveyed revealed that they have stopped doing business with a brand in the last 12 months due to a negative customer experience. Additionally, 78% of consumers shared that they are ready to walk away from an organization following a single poor customer experience, which was true for customers across all territories surveyed.
“While society has dramatically changed over the past two years, this study shows that customer experience is still the measure of success for consumers across the globe,” says Martin Wilkinson-Brown, CMO of Sitel Group. “Now, more than ever, the meaningful connections that brands are able to make with their customers remain at the heart of their ability to stay competitive and adapt to our increasingly digital world.”
Additional findings of the report include:
- 17% of all respondents (including 30% of 18-24-year-olds) agree that having a strong social media presence is an attribute that demonstrates an organization is focused on delivering a positive customer experience.
- Two-fifths of all consumers and half of 25-to-44-year-olds have posted to social media or to a review aggregation site following a disappointing customer experience.
- An organization’s culture and stance on environmental and social issues are growing drivers of loyalty, as one-in-five 18-24-year-olds would be prepared to end their relationship with a brand if it demonstrated a lack of commitment to social or environmental causes.
- Customers want recognition but need reassurance around their data – less than 40% of all respondents who want personalization will provide an organization with the data to deliver on that expectation.
“In a highly competitive and uncertain economy, understanding your customer is paramount. While it is important that we uphold the standards for corporate social responsibilities, it is clear that the sales process and customer ambassadorship is built on the core principles of a positive customer experience and wanting value for their dollar,” added Wilkinson-Brown.
To learn more about the report or to read it in its entirety, visit www.sitel.com/lp/cx-landscape-2022-evolution-or-revolution.
About Sitel Group®
As one of the largest global providers of customer experience (CX) products and solutions, Sitel Group® empowers brands to build stronger relationships with their customers by creating meaningful connections that boost brand value. Inspired by each brand’s unique vision and goals, we ask “what if?” applying our expertise to create innovative solutions that reduce customer effort.
With 160,000 people around the globe – working from home or from one of our CX hubs – we securely connect best-loved brands with their customers over 8 million times every day in 50+ languages. Whether digital or voice-based, our solutions deliver a competitive edge across all customer touchpoints. Our award-winning culture is built on 40+ years of industry-leading experience and commitment to improving the employee experience.
EXP+™ from Sitel Group is a flexible solution with complete cloud capability, designed to simplify the delivery of end-to-end CX services, while boosting efficiency, effectiveness and customer satisfaction. EXP+ creates a robust ecosystem by harnessing the power of five connected product families.
Learn more at www.sitel.com and connect with us on Facebook, LinkedIn and Twitter.
To view this piece of content from cts.businesswire.com, please give your consent at the top of this page.
View source version on businesswire.com: https://www.businesswire.com/news/home/20221130005102/en/
About Business Wire
Subscribe to releases from Business Wire
Subscribe to all the latest releases from Business Wire by registering your e-mail address below. You can unsubscribe at any time.
Latest releases from Business Wire
Latest Mouser Series Navigates the Balance of AI and Human Expertise in Engineering15.7.2025 07:22:00 CEST | Press release
Mouser Electronics, Inc., the authorized global distributor with the newest electronic components and industrial automation products, today released its latest installment of the Empowering Innovation Together (EIT) technology series, AI-powered engineering. This installment explores the balancing act of utilizing the capabilities of Artificial Intelligence (AI) with human expertise. AI-powered tools are now enabling engineers to streamline complex design processes with unprecedented precision. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20250714512717/en/ AI-powered engineering tools optimize workflows, accelerate design cycles, and enhance component selection, simulation, and validation across the product development process. By offloading time-consuming analysis and surfacing design insights faster, AI allows engineers to focus on what they do best: solving high-level challenges, pushing technical boundaries, and craftin
Vertex Announces Broad Reimbursement Agreement With NHS England for ALYFTREK® (Deutivacaftor/Tezacaftor/Vanzacaftor) an Innovative Once-Daily CFTR Modulator for the Treatment of Cystic Fibrosis15.7.2025 01:01:00 CEST | Press release
- All eligible people with CF in England can now benefit from this medicine - Vertex Pharmaceuticals Incorporated (Nasdaq: VRTX) announced today that it has reached a broad reimbursement agreement with NHS England for Vertex’s cystic fibrosis (CF) medicine ALYFTREK® (deutivacaftor/tezacaftor/vanzacaftor). This agreement comes as the National Institute for Health and Care Excellence (NICE) has issued a positive final draft recommendation for this medicine. This next-in-class triple combination treatment is licensed for people living with CF aged 6 years and older who have at least one F508del mutation or another responsive mutation in the cystic fibrosis transmembrane conductance regulator (CFTR) gene. “We’re proud that ALYFTREK®, our fifth CF medicine, is available today as another treatment option for all eligible CF patients in England. It represents a significant milestone in our journey to serially innovate and further improve the lives of people living with this disease,” said Lud
SES Receives All Required Regulatory Approvals to Complete Intelsat Acquisition14.7.2025 22:15:00 CEST | Press release
SES received the final regulatory approvals for the SES-Intelsat transaction, including the US Federal Communications Commission. On 30 April 2024, SES and Intelsat announced an agreement for SES to acquire Intelsat for a cash consideration of $3.1 billion (€2.8 billion). The transaction was subject to receipt of relevant regulatory clearances and other relevant requirements which all have now been obtained. As a result, SES plans to close the transaction on or about Thursday, 17 July 2025. Once closing has occurred, a press release will be published to confirm that the transaction has successfully closed. Follow us on: Twitter | Facebook | YouTube | LinkedIn | Instagram Read our Blogs > Visit the Media Gallery > About SES SES has a bold vision to deliver amazing experiences everywhere on Earth by distributing the highest quality video content and providing seamless data connectivity services around the world. As a provider of global content and connectivity solutions, SES owns and ope
Loomis Sayles Celebrates 15 Years of Growth Equity Strategies Team Under Leadership of Aziz V. Hamzaogullari14.7.2025 22:05:00 CEST | Press release
Loomis, Sayles & Company: This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20250714614048/en/ 90.7 160 1 BILLION IN ASSETS UNDER MANAGEMENT COMBINED YEARS OF INVESTMENT EXPERIENCE INVESTMENT PHILOSOPHY GES Team As of 5/31/2025 GES Team As of 5/31/2025 Supported by a seven-step research framework Loomis, Sayles & Company proudly celebrates the 15-year anniversary of a differentiated approach to growth equity investing under the leadership of Aziz V. Hamzaogullari, CFA, the founder, chief investment officer and portfolio manager of the Loomis Sayles Growth Equity Strategies (GES) Team. Aziz is also an executive vice president and a member of the firm’s Board of Directors. GES is a cohesive team with nearly 19 years of alpha generation and a long-term, private equity approach to investing. Under Aziz Hamzaogullari’s leadership since 2010, assets under management for GES have grown from $1.9 billion to nearly $91 billion as of 31 Ma
Cessna Skyhawk Soars With Enhanced Efficiency: Solid-State Dual Electronic Ignition System Introduced to the Industry-leading Piston14.7.2025 18:00:00 CEST | Press release
The industry-leading training aircraft, the Cessna Skyhawk, now features a dual electronic ignition system (dual EIS), enhancing maintenance, efficiency and overall operation of the single-engine, high-wing piston. The dual Lycoming electronic ignition system is now standard on all new Cessna Skyhawk aircraft. This press release features multimedia. View the full release here: https://www.businesswire.com/news/home/20250714759359/en/ Cessna Skyhawk soars with enhanced efficiency: solid-state dual electronic ignition system introduced to the industry-leading piston (Photo Credit: Textron Aviation) The Cessna Skyhawk is designed and produced by Textron Aviation Inc., a Textron Inc. (NYSE: TXT) company. The dual EIS replaces the previous dual magneto ignition system on the Skyhawk, incorporating advanced electronic components and reducing the number of internal moving parts to optimize operation. This solid-state electronic technology improves maintenance intervals, fuel efficiency and en
In our pressroom you can read all our latest releases, find our press contacts, images, documents and other relevant information about us.
Visit our pressroom