If you were to ask any CEO in the world today whether they want their business to be a customer service leader, they would undoubtedly answer "yes." As markets become more competitive, customer service is widely acknowledged as a key differentiator. But if customer service is so strategic, then why do many consumers and customer service representatives keep asking about the gap between what executives promise and what their companies deliver?
 
An independent research firm recently conducted a comprehensive worldwide study addressing this question and, in the process, uncovered some alarming disconnects between C-level executives and their customer service managers. A CEO's intentions and expectations for the contact center are often not carried through on the ground.
 
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