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  1. In 2009 a CA technologies sponsored study interviewed 2,500 consumers who had made an online purchase in the preceding two months here’s a quick replay of a couple of highlights. Over 30% of all respondents said they’d had problems trying to make online purchases. 82% of those DID NOT REPORT THEM, 64% found an alternative or abandoned transactions within 20Secs. This year the results of another CA Technologies sponsored study charts the views of 400 business & IT leaders. When asked if they were confident about their organisations’ ability to meet customer service performance expectations over 80% were uncertain of that ability. We also discovered that although concerned many IT leaders are unsure about how to ease this anxiety. Read more about this at

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