As many may recall during the early stages of the pandemic, the vast majority of consumers felt frustrated over their inability to reach a company when they wanted (68%). 1 out of 4 consumers reported that brands they tried to contact were completely unreachable.
Hoping to avoid these unsuccessful phone interactions, customers become more comfortable using digital channels throughout the customer experience. But how do brands go about navigating consumer changes and adapting to digital customer service and experiences?
Featuring CCW Digital’s latest research, as well as first-hand insights from Jeanne Bliss, Author, Former CX Leader at Microsoft, Raja Rajamannar, CMO at Mastercard, (Business Insider’s 25 Most Innovative CMO’s in the World), Kevin McNulty Director of Product Marketing at Talkdesk, and CCW Digital Senior Analyst, Matt Wujciak, this how-to guide will cover:
- The changing consumer behaviors in a post-pandemic world
- How and where customer service needs to respond next
- What trends, technologies, and solutions to consider