The customer service and experience world has seen some major changes over the last two years. As technology has evolved, customers expect to have the same support experience with their bank/insurance provider as they do with their favorite retail stores.
Clients want and expect more personalized experiences, simpler processes, quicker resolutions to their questions or problems, and the ability to interact with their organizations in convenient and varied ways—not just the traditional phone call. In addition to all this, customers want to be confident that their personal information is secure/protected against fraud, and will not become compromised as technology becomes more advanced.
In this easy-to-read report, CCW Digital’s Market Research Analyst and Talkdesk’s VP of Financial Services & Insurance Industry Strategy will cover:
• The greatest changes taking place in client service experiences
• Where most customer service departments go wrong, and what exactly they should prioritize
• What these shifts mean from a consumer behavior standpoint
• How technologies and solution providers can help organizations adapt, and so much more
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