Customer Experience Sets You Apart

Don't Fall behind

The importance of understanding your customer experience has never been greater in today’s ultra-competitive markets. Businesses closest to their customers are growing fast, while their competition is being left behind.

Key Learning Points

Customers have very specific expectations when it comes to service

Yet, companies are struggling to meet them with outdated CX technology. And customers simply won’t tolerate it.

96%

Of customers expect their issues to be resolved (quickly) on the channel of their choice.

95%

Of respondents say that a knowledgeable and friendly customer service rep ranks as a top-three factor for a great customer service experience.

41%

Of customers have stopped using a product or service after having to repeat themselves over and over or after being passed from rep to rep.

Customers have stopped using a product or service four times on average, in the past year, due to a bad customer service experience

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And younger customers between the ages of 18-34 have stopped using a product or service over five times on average, in the past year, due to a bad customer service experience, revealing the higher standards that today’s companies must meet for younger customers.

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<50%

Of respondents have chat, text, social, and/or video interactions available within their contact center

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