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According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Your customers want to help themselves.
Investing in CX pays off with strong customer relationships, personalized digital solutions and innovative products or services. Nearly 90% of companies have a CXO or equivalent executive, compared to 65% of companies with a CXO in 2017. Satisfied customers spend 140 percent more on average and stay with a company five years longer.
These digital disrupters are reshaping the customer service landscape and are rapidly unseating traditional communication channels. From mobile devices to the most sophisticated intelligent machines, increased automation is helping companies of all sizes to optimize the customer experience. Omni-channels.
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