August Market Study: Customer Experience Trends, Challenges & Innovations
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As the world changed, so too did every facet of the customer experience. Consumers began to set different expectations and behave in new ways. Companies began heavily leveraging at-home agents to engage with customers across new environments.
What exactly did these changes entail? What will they entail once we can start to leave the COVID-19 pandemic in our rear view? How accepting are customers of the new, digitally driven normal? How capable are brands of delivering a stellar CX amid such change?
Citing research from a comprehensive survey of actual consumers, this Market Study has the answers. Topics include:
- How did COVID-19 impact the importance of the customer experience?
- How did COVID-19 change customer behavior?
- What are the best ways to win customer trust in a post-COVID world?
- Will bad experiences really cause customers to leave? Will good ones make them stay?
- What are the top pain points facing today’s customers?
- How do customers feel about interacting with at-home agents?
- Are customers actually comfortable using digital channels - and bots - for interactions?
- What are some trendy new initiatives that can almost guarantee an uptick in CSAT?
