Latest 22 May 2020 | Customer Service | 5 min read

Introducing The State of Customer Experience 2020 Report


2020 has redefined every aspect of consumer-facing businesses. Within that time period, Conversocial has handled an increase of over 100% in private messaging channel volume alone. Customers have gone digital, ditching traditional channels and moving to messaging. This is the new normal.

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Success, therefore, requires a different approach that embraces the unique nature of messaging and adaptive automation. Pouring billions into expensive IVR systems, frustrating one-way SMS messages and ineffective community forums, will unsurprisingly result in brands continuing to see declines in consumer engagement, satisfaction, and loyalty – having reduced their customers to clicks, data points, and chat sessions.

Now in its fourth edition, our report analyzes the changing customer preferences and behaviors that will impact your brand’s customer engagement. It is here to provide a comprehensive overview of how consumers communicate, or at least want to communicate, with your brand in this new messaging and automation era.



Here are my top customer experience stats from the report

Download the full version to see how these stats can help shape your own CX offering; utilizing messaging and automation to drive revenue and retention.





Digital CX is now raising the competitive bar in every sector. In order to capture the opportunity, brands need to embrace a new operating model that dramatically improves performance. This operating model is one that puts the customers needs and wants at the center of their strategy.
Shane Mac - SVP Marketing, Conversocial



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