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Latest 08 Apr 2019 | Customer Service | 4 min read

Infographic: The State of Digital Customer Experience in 2019

The CX landscape has transformed radically over the past year. With changing consumer expectations and technological advancements propelling us into a digital world, it’s time for brands to deliver friction-free customer experiences on messaging channels to keep up consumers increasing digital demands.

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:

Infographic State of Dig 2019 - 2018 2019 Expectations

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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 is not going to come from investing more money into traditional - albeit less effective - channels, but rather approaching the situation from an entirely different perspective: combining messaging customer care with adaptive automation.

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.


To understand the full impact of these changing consumer preferences, download the complete The State of Digital Customer Experience Report 2019 here.


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