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Customer Experience Trends, Challenges & Innovations

A diverse panel of consumers representing all age groups, income levels, and regions answered a comprehensive list of questions about their expectations, preferences, behaviors, pain points, and demands when interacting with brands.

The startling results tell a woeful tale about failed customer service execution and identifies key opportunities for businesses to differentiate on the customer experience they deliver.

Download the study now to read about findings such as:

  • 66% of consumers only need one or two bad experiences to look for another provider
  • 57% of will complain to the agent - or the agent’s supervisor - following a bad experience
  • 59% say they now place more importance on the customer experience when choosing the brands from which to buy

If you’re looking for reasons to invest in improving your CX, are intrigued to learn where brands are missing the mark, or curious to learn where you can make improvements TODAY, you need to read this study.

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