While the gap between consumer expectations and service delivery widens, the majority of customer experience teams are falling further behind.
65% of CX and contact center leaders admit that their team's progress toward a digital transformation over the past two years either remains stagnant or is even less successful than it was previously.
For brands looking to enhance CX through quality customer service interactions, this is incredibly problematic considering the consumer behavior changes taking place. 82% of consumers are now more comfortable using digital channels such as self-service and messaging via mobile. 55% of consumers define a good digital customer experience on whether it's easy to use on a mobile device.
Featuring CCW Digital's latest research and special guest contributors, this how-to guide will reveal:
- Why Mobile CX is gaining traction
- Where mobile fits into the CX Journey
- How to incorporate mobile into omnichannel
- Need to know consumer trends, and so much more.