How Predictive Experiences Will Power Next-Generation Support

Customer expectations are continually increasing — as we see heightened innovation, we see customers seeking out more sophisticated and streamlined support. These expectations are not limited to a certain industry or experience, according to CCW Digital’s latest Market Study, 63% of customers say they evaluate experiences with companies based on their best interaction of all time, even if they’re in an entirely different category.

It is these increasing standards that are driving change throughout the customer service space. Whether customers are purchasing a coffee or a car, they are expecting the same level of support no matter the interaction. What’s interesting, however, is that this current fixation on enhanced support isn’t necessarily reflected in the support customers are receiving on a regular basis. CCW Digital confirmed that 55% of customers believe that experiences have actually gotten worse over the past year. From consistently disconnected interactions to a lack of personalization, customers are not impressed with the level of support today.

To address this rising dissatisfaction, contact center leaders must now work to better understand customer needs. By highlighting their greatest pain points, organizations can begin to create a path forward that directly meets their needs. Beyond the short-term wins, understanding customer behavior and digging into the why behind sentiment will be pivotal to meeting customer expectations consistently. To effectively improve, leaders need to identify customer intent and build an experience that proactively addresses their concerns — before customers even reach out themselves. 

This report will cover:

• New research on the current state of customer experiences
• Solutions for delivering a seamless experience that truly delivers on the needs of every customer
• Insight from industry leaders on predictive and proactive experiences