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Customer Experience Trends for 2019

Building the organization of the future.
The world’s most successful companies in recent years have been those that have placed customer-centricity at the heart of everything they do, from product design to sales and support.

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What’s inside

This study, that we produced in partnership with Corinium, is designed to give an overview of the challenges, opportunities and technology requirements facing those responsible for building a customer-centric organization. Key findings include: 

  • 76% of respondents say their customers have higher expectations for digital customer service over social messaging channels today than you did a year ago. However, alarmingly, 26% of respondents say their business isn’t prepared for the increased levels of service requests set to come via customer messaging apps.

  • 51% of respondents say they have implemented Messenger, and 87% have implemented Twitter DM, as support channels. And 96% of respondents are looking to implement Apple Business Chat, and 79% WhatsApp, as support channels within the next 12 months.

  • Bots and AI will continue to play an important role in customer experience delivery. With 73% of respondents saying it will be ‘somewhat important’, and 9% ‘very important’, as a business priority in 2019.

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BRANDS FEATURED IN THIS REPORT
Corinium_logo
“With over 4 billion consumers already using Social Messaging apps, ask yourself what you as a business need to be able to manage these conversations at scale. With our help, you too can join the Social Messaging revolution.”

Ido Bornstein-HaCohen

Chief Operating Officer, Conversocial

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