CX Trends, Challenges & Opportunities
According to research, only 14% of consumers feel that their brand experiences are personalized.
The CX Trends, Challenges & Opportunities report uncovers where brands are going wrong, what opportunities they have to turn customer centricity into a reality, and answers the question - is there anything that IS working?
In this report, you’ll learn more about:
- 60% of consumers say they would switch to a competitor after just one or two bad experiences
- 63% will share the bad experience with close contacts or social media followers
- the most frequent "pain points" reported include long wait times, no option for a live agent, limited support hours, repetitive questions, and frequent transfers
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