Executive Research Report: Outsmarting Adversities | Customer Service Trends & Opportunities

Talk about the importance of customer centricity has never been louder. The stakes of growing customer loyalty have never been higher.

These realities have not, however, been driving results. Experiences remain fragmented, frustrating, and impersonal. As a result, customers remain disillusioned and employees remain disengaged.

What can brands do to overcome these challenges? To answer this question, CCW Digital and Sprinklr partnered on an exclusive study to uncover ways to “outsmart adversity” and capitalize on some of the most prominent customer service trends. This market study explores the findings, while discussing what they mean for customer service strategy in 2023 and beyond. Topics include:

• Top 4 challenges preventing brands from connecting with customers
• Insight into why “omnichannel” is still a pipe dream for the average customer service team
• Pain point that are preventing brands from leveraging the voice of the customer
• Action steps for unifying the CX, reducing customer friction, and increasing personalization
• Research-driven tips on how to use AI technology and employee engagement strategy to elevate customer service operations
• Metrics that matter in today’s customer experience landscape