2022 June Market Study: CX Trends, Challenges, & Opportunities
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Instead of guessing how consumers feel about their experiences with brands, why not ask them directly? That is exactly what CCW Digital did, and the results are available in our new Market Study on CX Trends, Challenges & Opportunities.
At times, the results can be sobering – customers do not feel digital channels are up to par, do not feel agents are delivering stellar service, do not feel brands truly know how to “personalize” conversations, and do not feel journeys are frictionless.
The data does, however, provide a clear roadmap for what brands can do to improve. It also provides guidance for tackling timely topics like the rise of AI, the emergence of supply chain issues, and the debate over whether to take a stance on social issues. Report topics follow:
– How do consumers really feel about today’s experiences?
– What percentage of customers actually believe self-service is effective?
– Is asynchronous support acceptable, or do customers crave real-time conversations?
– Why are today’s agents letting customers down?
– What are the most common “pain points” affecting the customer experience?
– How can brands navigate the new CX challenges of 2022?
We respect your privacy, by clicking "Download Your Copy" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.