Convergys’ Research Provides a Triangulated Perspective on the Customer Experience

Each year, Convergys conducts substantial industry-specific primary research on customer experience by triangulating the perspectives of the customer, the employee, and senior executives in order to identify trends and disconnects.

This primary research, the Convergys Scorecard Series, encompasses:

• More than 4,000 customers of large companies in the U.S., U.K. and China
• More than 1,700 employees of large companies
• More than 125 senior executives at large companies