Special Report: Customer Trust

Today's brands achieve a competitive advantage by connecting with, not merely serving, customers. This connection hinges on the idea of customer trust.

Can customers trust you to deliver the most frictionless, personalized, and secure experience possible? For many companies, the answer is unfortunately a "no."

Central to the issue is the fact that these companies cannot trust their callers. As a result, they subject customers to frustrating authentication practices that increase customer effort and reduce operational efficiency. Ironically, they also weaken security.

It is time to break from this reality, and this report will reveal how to build customer trust. Topics include:

• New research on why customers do not trust brands to deliver exceptional experiences
• Three reasons today's security practices further weaken customer trust
• Strategies for accurately assessing customer risk and streamlining authentication
• Tips for making CX conversations more human and personalized
• New opportunities to improve self-service and agent performance