2018 Customer Expectations E-support Interaction 
CloudCherry
JANUARY 4, 2018
The retail banking industry has been dealing with massive upheaval for a while now, and things will continue in the same vein come 2018. Here are some of the trends that will define 2018 for the banking industry. The goal is for customers to have greater control over their money. The result is a terrible customer experience.
transcosmos Information Systems
MARCH 20, 2018
We’re living in a digital world where changes in the customer service industry happen by the day. Over the recent years, the focus has been on enhancing customer support in every contact point so that the overall customer experience is always a positive one. The digital landscape is full of supercharged customer data.
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Second to None
FEBRUARY 14, 2018
As technology increases, customers are interacting with brands in completely novel ways. Because of these new trends, brands need to constantly measure and update the value they are providing to customers at these different touchpoints. So what does the year hold for customer service?
GetFeedback
AUGUST 14, 2019
No explanation is provided by ACSI, but you can take a look at the years and make some guesses based on the key drivers, which are expectations, perceived quality, and perceived value. To give you a window into how the industries fared on this metric, here are the top 10 industries based on their scores for 2018.
GetFeedback
JULY 25, 2018
The rise of automation in customer support in recent years has increased efficiency by leaps and bounds—but for some brands, leaning too heavily on sloppy automations has come at a high cost. When customer interactions are less personalized via low-touch automations, it creates a void between customers and companies.
Interactions
DECEMBER 2, 2021
The way customers interact with business has changed too, including those in the financial industry. It’s fair to say that a lot of financial service organizations struggle when it comes to customer satisfaction. Customers are calling because they’re frustrated or need to complete tasks they can’t do themselves.
CXApp
JUNE 5, 2018
It seems like only yesterday we were looking ahead at 2018, trying to discern where things were headed. It’s a perfect time then, to assess the current state of the modern customer experience journey and figure out what’s actually panned out and where we’re going in the world of CX.
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