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The State of Customer Experience Trends Report 2020

Our report analyzes the changing customer preferences and behaviors that will impact your brand. 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 era.

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eBooks & Reports

The Definitive Guide to Customer Experience in the Era of Messaging & Automation

From planning, through execution and measurement, this guide will help your business develop customer experience via messaging channels as a scalable and measurable operation.

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CX Innovation: A Retailers' Guide to Messaging and Automation

Our industry e-book shows you how to leverage messaging and automation to deliver exceptional customer experience.

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Adaptive Automation for 2020

This report gauges what customer service executives think of bots & AI and how prepared they are to implement them from within the contact center.

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The Definitive Guide to Customer Service for the Airline Industry

Prepare for the Era of Messaging & Automation with practical advice, industry best practices and corporate know-how.

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The Social Messaging Advantage

Welcome to the era of social messaging. Get all the answers you need know about Messenger as a disruptive digital customer care opportunity.

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The State of Digital Customer Experience Report 2019

The report lays out best practices and recommendations to ensure your brand is driving profitable, effortless and lasting relationships in era of messaging and automation.

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The Definitive Guide to Customer Service in the Era of Social Messaging

Our “Definitive Guide to Customer Service” is an industry renowned publication. From planning through execution and measurement, it will help your business harness the power of social messaging as a scalable and measurable operation.

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How are Consumers Reacting to Bot Driven Customer Service

When it comes to chatbots, we know that most brands are in favor of them, but how do consumers feel?

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The State of Social Customer Service Report

How to overcome common social customer care challenges to become a paradigm of effortless, in-the-moment social customer service, at scale.

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The Social Customer Experience Report

Unlocking Value with Effortless Social Customer Service: how to drive effortless social customer engagement and enable consumers to interact with ease, at scale.

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Social Messaging Volume Trends

The rise of private messaging channels is driven by consumer awareness that issues can be resolved more efficiently through private messaging. Learn about this next wave of customer care.

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Customer Experience Trends for 2019

The world’s most successful companies in recent years have placed customer-centricity at the heart of everything they do. Learn their secrets to success.

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The ROI of Social Customer Service

The Total Economic Impact (TEI) of Conversocial by Forrester Research provides comprehensive insight on the ROI of social customer care.

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The State of Digital Customer Care 2018

The report addresses the key consumer behaviors and trends impacting the state of digital customer service in 2018 for your brand.

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The Conversocial Airline Benchmark Report

Who’s winning, who's lagging and who’s exceeding expectations at social customer care in the airline industry.

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“With new messaging channels opening up for business (including WhatsApp Business and Apple Business Chat) and the rapid development of artificial intelligence, it’s becoming easier and easier to provide an effortless customer experiences without needing to spend more money on agents. Consumers have changed - now it’s time for your brand to catch up. ”

Ido Bornstein-HaCohen

CEO, Conversocial

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