Customers here don't get service they want: poll

As the services industry becomes an integral part of the Singapore economy, companies have been placing much emphasis on customer experience management (CEM). A recent survey, however, showed that within the Asia-Pacific region, Singapore had the biggest gap between customer expectations and the ability of businesses to provide the level of CEM technology support required to meet the need.

The survey was commissioned by business communications solutions provider Avaya. More than 1,500 business managers were interviewed across 13 countries for the survey. The findings indicated a direct correlation between technology and customer satisfaction.

The study investigated the emphasis that companies are putting on CEM and found that increasingly high expectations of customers are creating a business environment where a majority of organisations are struggling to keep up.