eglobalis

OCTOBER 14, 2024

While these were once essential for building a basic understanding of CX, they no longer offer the flexibility needed to handle the complexities and continuous evolution of modern businesses and customer expectations. For example, customer expectations in retail differ vastly from those in the healthcare or tech industries.

Education 479

Education Customer Experience Customer Journey Map Innovation 479

Intercom, Inc.

MARCH 28, 2022

But although customers expect to receive excellent service from companies, the gap between their expectations and reality is stark. Last year, we found that while 73% of support leaders say that customer expectations are increasing, only 42% believe that they’re meeting those expectations.

Business Growth 228

Business Growth Touchpoint Sales Technology 228

Fonolo

JANUARY 18, 2022

The global contact center industry was valued at approximately $339 billion in 2020, and is expected to reach $496 billion by 2027! Customers will opt for quick, immediate service with a human almost every time, but having an advanced solution like Visual IVR is still a great way to offer customers flexibility and attention.

Contact Center 81

Contact Center Omnichannel Technology Technology 81