Today, Genesys announced the results of its commissioned study by the Economist Intelligence Unit.  The study found some very profound customer service “gaps” – especially in relation to new social media and mobile channels.  The report confirms some suspicions that I’ve always held when visiting large enterprise customers.  Specifically, companies 1.) Aren’t clear on who owns these emerging channels and 2.) Haven’t effectively integrated these new channels within their existing customer service environments.   These gaps illustrate four salient statistics and points to reflect upon:

Who is in charge?   Fifty-eight percent of C-suite executives view the CEO as responsible for the social media and mobile channels, but only 28 percent of middle managers agree.  This disconnect between top-level and mid-ranking executives might be explained by the novelty factor of social media. 

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