Survey “Digital Customer Service 2019”

We request 5 minutes of your time to complete this short survey.

Where does your company stand with the digitisation of customer service in 2019?

For several years now, we have been using new keywords such as "Omnichannel Communication", "Optimising Customer Journey" and "Intelligent Customer Service". This year, we would like to find out how far the digitisation of customer service has progressed in your contact centre and what issues still need to be addressed.

This survey is being conducted by the system integrator Damovo, and supported by the industry analyst Dr. Andreas Stiehler.

We look forward to your participation!

CX – Make it your game.

Question 1

Have you taken any steps in the last three to five years to digitise your customer service?*

No, this is not a priority for us.

We are still at the very beginning or in the planning phase

We have already initiated a number of projects

We have fully implemented all necessary measures

Question 2

Hand on heart: Where does your company stand when it comes to implementing the following initiatives? *

	Still at the very beginning	Partially implemented	At advanced stage	Pioneer / ahead of competition

Automation of routine tasks and processes
Fully integrated Omnichannel Contact Centre
Holistic mapping, analysis and optimisation of the customer journey
Intelligent customer service (AI in front and back office) / Bots
Innovative digital customer services (e.g. integration of e-signature, video, co-browsing, VR glasses etc.)

In which area do you see the greatest need for action?

Question 3

To what extent has your customers' expectations of "digital customer service" been met?*

Not at all

Partly

Completely

Surpassed

Question 4

To what extent has your personal expectations of "digital customer service" been fulfilled so far as a customer of other providers?*

Not at all

Partly

Completely

Surpassed

Question 5

If you were free to decide - what three (technical or organizational) actions would you take to improve the customer service in your organization? Please answer briefly.

Question 6

In your opinion will human agents still be needed in customer service in 2025? If yes, for what role?*

Yes, and that's...

Demography

What position do you hold in the company?

Managing Director or member of the executive board

Customer Service Manager, incl. contact centre

Chief Digital Officer or similar

Contact Centre Manager or Deputy Manager

Contact Centre Supervisor

Contact Centre Employee

IT Manager responsible for technical equipment of the contact centre

Marketing Manager (with contact centre responsibility)

Sales Manager (with contact centre responsibility)

Other: (Please specify)

What is the role of the Contact Centre in your company?

Internal Contact Centre

Contact Centre service provider for the external market

How can we classify the Contact Centre in your company?

Inbound Contact Centre

Outbound Contact Centre

A mixture - with inbound and outbound operation

On average, how many agents (permanent and contract) work for your contact centre?

Less than 10

10 to less than 20

20 to less than 50

50 to less than 100

100 to less than 500

500 to less than 1000

more than 1000

Please indicate the industry in which your company operates.

Contact Centre Technologies and Services Provider

Manufacturing industry

Banks / Insurances

Wholesale and Retail

Public Sector & Healthcare

Transport / Logistics

Utilities

Business services (e.g. consulting)

Other: (Please specify)

Thank you very much for your support.

WE WILL BE HAPPY TO SEND YOU THE RESULTS OF IN APRIL.

WE ALSO NEED YOUR NAME AND E-MAIL ADDRESS:

Name

Email*