--- title: Making Customer Experience Management a Priority description: Ten evidence-based facts show why customer experience management matters, and how it impacts retention, revenue, quality, and reputation. Read more today! image: https://www.univoip.com/hubfs/Imported_Blog_Media/video-conferencing-istock_032017-2.jpg --- [![logo-univoip-white](https://www.univoip.com/hubfs/site-files/logo-univoip-white.svg "logo-univoip-white")](https://univoip.com/?hsLang=en-us) - Products - [Cloud Voice for Microsoft Teams](https://www.univoip.com/products/cloud-voice-for-microsoft-teams/?hsLang=en-us) Streamline your communications with our cloud-native Teams voice solution. - [UCaaS - OfficeConnect™](https://www.univoip.com/products/ucaas-office-connect?hsLang=en-us) Get the tools you need to enable your team to collaborate anywhere – on any device. - [Contact Center](https://www.univoip.com/products/contact-center/?hsLang=en-us) Enhance the customer experience with our omnichannel cloud contact center solution. - Partners - [Why Partner With UniVoIP?](https://www.univoip.com/why-partner?hsLang=en-us) Give your clients better communications solutions and support when you partner with UniVoIP. - [Why Choose UniVoIP?](https://www.univoip.com/why-univoip?hsLang=en-us) Collaborate better, innovate faster, and enhance CX across all channels with UniVoIP. - About - [Our Company](https://www.univoip.com/meet-univoip?hsLang=en-us) We power growth for our partners and customers with the most innovative technology in the industry. - [Resources](https://www.univoip.com/resources?hsLang=en-us) Stay up-to-date with the latest case studies, podcasts, and more from UniVoIP. - [Blog](https://www.univoip.com/blog) Get the latest news and blog posts curated by cloud communications experts from UniVoIP. - Get in Touch - [Request a Quote](https://www.univoip.com/request-a-quote?hsLang=en-us) Ready for seamless unified communications with high-touch aftercare? 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EN ES [Login](https://univoip.cloud/) [Help Center](https://help.univoip.com/) Published: 27 Oct 2017 # 10 Facts that Prove Making Customer Experience Management a Priority is Necessary [Business Phone Systems](https://www.univoip.com/blog/tag/business-phone-systems) [Contact Center Solutions](https://www.univoip.com/blog/tag/contact-center-solutions) ![](https://www.univoip.com/hubfs/Imported_Blog_Media/video-conferencing-istock_032017-2.jpg) ## Customers are Interacting with Companies in New Ways and Customer Experience Management Must be a Main Focus In the world of [customer experience management](https://univoip.com/blog/what-is-an-omnichannel-contact-center-and-why-is-it-critical-for-customer-experience/?hsLang=en-us), thought leaders are prioritizing customer centricity and are encouraging companies to put customers and their voices as a main priority. The foundation of this customer-centric approach lies with assessment, analyses and decision making that directly impacts the way customers view a brand. With that said, companies are in search for the best set of tools to help them achieve a superior customer experience. Companies are shifting their operating model to improve value and customer experience in their contact centers. Forward-thinking customer service and channel managers can create an immediate impact and a long-term advantage by considering and selecting the best cloud contact center provider. With outdated contact center technology, companies are challenged with lack of desktop tools, insufficient core technology, lack of cross-departmental collaboration, high attrition rate, high abandonment rate and reduced first call resolution – all of which leads to a significant loss in customer satisfaction. So when researching and selecting the right contact center technology, companies must first understand and address trends in customer interactions with their favorite brand. ### Top 10 statistics behind customer experience that prove companies need to prioritize their customer service experience in order to ensure customer retention and acquisition According to a study done by [CCW Digital](https://www.customercontactweekdigital.com/), here are the top 10 statistics behind customer experience that prove companies need to prioritize their customer service experience in order to ensure customer retention and acquisition. 1. Bad experiences cost the business. 62% of customers will consider switching to a competitor after only 1 or 2 negative experiences. 2. 54% would switch even if the competitor charged more for an equivalent product. 3. When dealing with a rude or incompetent agent, nearly 50% of customers blame the business. 4. 63% of customers would pay more for a better customer experience. 5. Customers and business both identify first contact resolution as the top priority during interactions. 6. Companies, as a general rule, respond to complaints. They are most likely to respond when similar complaints are being made by many customers. 7.  Proactive engagement is a gateway to a superior customer experience. It is the #1 way to win back lost customers. 8. Live voice remains customers’ preferred communication channel. 9. Disintegration is crippling the customer experience. It is the #1 technology challenge and the #1 cause of poor productivity. 10. More than 40% of customers rarely or never receive a satisfactory response. In response to growing customer demands, **[omnichannel cloud contact centers](https://univoip.com/solutions/cloud-contact-center?hsLang=en-us)** offer omnipresent technology that has let to dramatic changes in how consumers interact with enterprises, identify critical features and functionalities required to achieve the ultimate customer experience (CX) and promote operational goals and efficiencies for agents and supervisors. Success lies in quickly moving to a modern cloud contact center that looks beyond simple quality metrics and nurtures a constructive, dialogue-driven buyer-vendor relationship, focus on improving performance as well as contributing expertise in digital service and customer experience management. #### Building an Omnichannel Contact Center [![](https://www.univoip.com/hs-fs/hubfs/Imported_Blog_Media/omnichannel-image-4.jpg?width=310&height=322&name=omnichannel-image-4.jpg)](https://univoip.com/resources/white-papers/omnichannel-contact-center/?hsLang=en-us) [Free Download](https://univoip.com/resources/white-papers/omnichannel-contact-center/?hsLang=en-us) #### Video Overview OUR BLOG ## Lastest blog posts Tool and strategies modern teams need to help their companies grow. [![What Is Cloud Communications & How It Helps Businesses Scale?](https://www.univoip.com/hubfs/Blog/2026/What%20Is%20Cloud%20Communications%20How%20It%20Helps%20Businesses%20Scale/univoip-feat-whatiscloudcommunications.png)](https://www.univoip.com/blog/what-is-cloud-communications-how-it-helps-businesses-scale?hsLang=en-us) [Cloud Voice](https://www.univoip.com/blog/tag/cloud-voice) [cloud contact center](https://www.univoip.com/blog/tag/cloud-contact-center) [cloud communications](https://www.univoip.com/blog/tag/cloud-communications) [CCaaS](https://www.univoip.com/blog/tag/ccaas) [UCaaS](https://www.univoip.com/blog/tag/ucaas) [OfficeConnect](https://www.univoip.com/blog/tag/officeconnect) ### [What Is Cloud Communications & How It Helps Businesses Scale?](https://www.univoip.com/blog/what-is-cloud-communications-how-it-helps-businesses-scale?hsLang=en-us) The way businesses communicate has fundamentally changed. Gone are the days when scaling meant ... [![Contact Center Speech Analytics: What It Is & How To Use It](https://www.univoip.com/hubfs/Blog/2026/Contact%20Center%20Speech%20Analytics%20What%20It%20Is%20How%20To%20Use%20It/univoip-feat-contactcenterspeechanalytics.jpg)](https://www.univoip.com/blog/contact-center-speech-analytics-what-it-is-how-to-use-it?hsLang=en-us) [AI](https://www.univoip.com/blog/tag/ai) [cloud communications](https://www.univoip.com/blog/tag/cloud-communications) [CCaaS](https://www.univoip.com/blog/tag/ccaas) [contact centers](https://www.univoip.com/blog/tag/contact-centers) [OfficeConnect](https://www.univoip.com/blog/tag/officeconnect) [speech analytics](https://www.univoip.com/blog/tag/speech-analytics) ### [Contact Center Speech Analytics: What It Is & How To Use It](https://www.univoip.com/blog/contact-center-speech-analytics-what-it-is-how-to-use-it?hsLang=en-us) Your contact center generates thousands of conversations packed with valuable information every day ... [![UCaaS vs CCaaS: What's The Difference & Which One Do You Need?](https://www.univoip.com/hubfs/Blog/2026/UCaaS%20vs%20CCaaS%20What%E2%80%99s%20The%20Difference/univoip-feat-UCaaSvsCCaaS.jpg)](https://www.univoip.com/blog/ucaas-vs-ccaas-whats-the-difference?hsLang=en-us) [Cloud Voice for Microsoft Teams](https://www.univoip.com/blog/tag/cloud-voice-for-microsoft-teams) [cloud contact center](https://www.univoip.com/blog/tag/cloud-contact-center) [CCaaS](https://www.univoip.com/blog/tag/ccaas) [contact centers](https://www.univoip.com/blog/tag/contact-centers) [Microsoft Teams](https://www.univoip.com/blog/tag/microsoft-teams) [UCaaS](https://www.univoip.com/blog/tag/ucaas) [unified communications](https://www.univoip.com/blog/tag/unified-communications) ### [UCaaS vs CCaaS: What's The Difference & Which One Do You Need?](https://www.univoip.com/blog/ucaas-vs-ccaas-whats-the-difference?hsLang=en-us) UCaaS, CCaaS, CPaaS, VoIP, SaaS – the acronyms can be dizzying. For businesses evaluating modern ... 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