In our recently published State of Digital Customer Experience Report 2019, we surveyed over 2,000 consumers to analyze the changing trends impacting digital CX in 2019 and beyond. The below infographic compares 2018’s State of Digital Care results with those of 2019’s, making clear maturing changes in customer experience preferences:
When it comes to brand-consumer engagement, on digital, customer expectations are higher than ever before. The solution to keeping businesses and consumers happy in customer service interactions
This is the year that offering digital care pathways should mature and evolve to fully meet consumers’ expectations. It's time to make it as easy for brands and consumers to connect as messaging a friend.