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Customer Engagement - The Road to 2020

Are digital technologies delivering on the promise of excellent customer engagement: the consumers' view

The Institute of Customer Service, UK Customer Satisfaction Index 2017 discovered that the number of customers escalating their complaints increased noticeably last year. Putting continued pressure on customer service teams to deliver a higher volume of interactions with greater consumer expectations.

But what do consumers really need in terms of service, what are their preferences and bugbears?

Using an independent research company, West surveyed 2039 consumers to explore their experiences and desires for excellent customer engagement. What businesses need to implement to meet, and ideally exceed,customer expectations. And how cloud-based, scalable communications can solve these issues.

Download this research report for insight into the findings and recommendations to close the technology and engagement gaps.

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PDF icon Road to 2020