Customer Engagement – The Road to 2020

Customer Engagement – The Road to 2020

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Customer preferences are changing, but contact center managers are reporting that they’re not ready to meet expectations.

At their Customer Experience Summit 2018 Gartner predicted that 25% of customer service operations will use virtual customer assistants by 2020, with organizations reporting a reduction of up to 70% in call, chat and/or email enquiries.

Meanwhile, self-service is on an increasing trajectory, and 70% of customers want more convenient options to get in touch with companies at a time that suits.

This resource presents more survey findings on consumer preferences and offers recommendations to close the gap between digital technology and customer engagement.

Vendor:
West UC
Posted:
06 Jul 2018
Published:
29 Jun 2018
Format:
PDF
Length:
12 Page(s)
Type:
White Paper
Language:
English
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