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Digital Channels Reign Supreme for 73% of Consumers
The demand for digital channels is soaring, with consumer preferences showing double-digit growth across all age groups over the past year. Today, digital reigns supreme across generations.
Is your contact center equipped to meet these rising expectations?
Customers Want Speed and Self-Service...
When asked to rank the most important aspects of good customer experience, the top three priorities were clear.
Striking the perfect balance between speed, convenience, and human interaction is key to meeting these expectations. Is your business ready to deliver on all fronts?
- Agents providing information promptly
- Resolving an issue without speaking to a human
- Easily reaching a human agent when needed
AI is No Longer the Future; It's the Present
- 86%
of consumers understand the benefits AI can bring to customer experience
- 1st
consumers say the biggest benefit of AI in CX is that it saves time and resolves issues faster
- 85%
of consumers are open to using automation – either preferring it from the start, or willing to switch from a human agent if it resolves their issue.