In this customer experience white paper, we discuss the digital customer experience (CX) and how it has shifted from a “nice to have” to an essential service.
More than ever, customer experience (CX) is shaped and delivered through digital interactions. While the majority of customer communications are still voice-based, consumers now rely more heavily on digital methods, such as email, SMS, web chat and social media. They expect the flexibility to interact through the medium of their choice, wherever they are. And, they expect to be able to switch between one medium and another while they are on the move.
The latest market research puts this reality into perspective. 9 out of 10 consumers want absolute omnichannel service – they expect a seamless experience when moving from one communication method to another, such as phone to text or chat to phone. 57% of customers would rather contact companies via digital media such as email or social media rather than use voice-based customer support. At the same time, consumers are now empowered by social media. Over one third of the world’s population has active social accounts. These consumers are comfortable posting their opinions and observations about their experiences on social media. In this environment, a negative customer service story can easily go viral.
This whitepaper provides more stats like this, discusses the digital customer experience and how it has shifted from a “nice to have” offering to an essential service, before providing an overview of the digital expectations and habits of today’s consumer and offers practical next steps for transforming customer experience from dated to digital.