Two friends may begin a conversation in text or social media before switching to FaceTime or a phone call. When they do, they do not start from scratch and re-introduce themselves and their reason for interacting. They leverage past context to seamlessly continue these friendly conversations, and they expect the same kind of continuous communication when engaging with brands.
59% of consumers state that their experiences with brands have either not improved or gotten worse since the beginning of the pandemic. This may be unsettling considering 60% are saying it’s a more important factor in their purchasing decisions. Additionally, the vast majority of today’s consumers will switch to a competitor after just one or two low quality interactions, such as repeating information, waiting on hold, or being forced into a channel they did not choose.
As a result, brands are realizing that they must engage with customers where they choose to spend their time. Equally as important as engaging consumers on their preferred channels, leaders are beginning to understand that these channels must be unified to enhance the customer experience.
Featuring CCW Digital’s latest research, as well as insights from: Shep Hyken – NYT/WSJ bestselling author, Dan Gingiss - Author, Forbes Contributor, former Social Media and CX Leader at Discover, McDonald’s, and Humana, Matthew Caron - Head Of Customer Support & Onboarding, OpenTable, as well as RingCentral’s Joanna Palmer - CX Client Principal, Gayathri Krishnamurthy - AVP Contact Center Product Marketing, Danita Belcher - VP Worldwide Contact Center Sales.
This report will reveal:
• How the future of remote work will impact unified communications in CX
• Specific consumer behavior trends impacting the technologies we should leverage
• Insights into what the ideal customer journey entails
• Real-world, case-study driven examples
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