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August Market Study: Customer Experience Trends, Challenges & Innovations

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Brian Cantor
08/13/2020

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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?

We respect your privacy, by clicking "Download Your Copy" you will receive our e-newsletter, including information on Podcasts, Webinars, event discounts, online learning opportunities and agree to our User Agreement. You have the right to object . In addition, you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. For further information on how we process and monitor your personal data click here. You can unsubscribe at any time.

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