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In a survey of 1500 customer services leaders, 61% of EU respondents reported an overall increase in contact volumes—and digital connection is driving this growth.
This boost has come alongside an increase in customer expectations and churn, meaning that CX leaders face new, difficult challenges in a changing world.
Thankfully, it isn’t all bad news: Customer empathy has grown across the EU and the world, and 55% of CX budgets have grown compared to 2019.
Read this survey to learn how leaders are navigating this changing customer service market, what tools are being turned to as companies address staffing shortfalls, how digital engagement can be improved and automated, and much more.
- Vendor:
- Freshworks
- Posted:
- Aug 27, 2021
- Published:
- Dec 31, 2020
- Format:
- Type:
- eBook
