UJET

JUNE 25, 2021

In fact, one out of three businesses surveyed in 2020 said they were not confident that the experience they were providing to their customers was “good.”. That’s what omnichannel vendors continue to promise yet fail to deliver, especially for the 80% of interactions that are now originating from a smartphone or other smart device.

Customer Journey 82

Customer Journey Customer Experience Contact Center Omnichannel 82

Comm100

AUGUST 17, 2022

So, I see companies have been investing, I’m going to say around 2010, which is just a little over 10 years ago, there are all kinds of reports that came out that said, by 2020 customer experience would be not only one of the most important differentiators, but this is where companies would spend a lot of their money.

Airlines 73

Airlines Virtual Agent Omnichannel 2010 73

CSM Magazine

JUNE 12, 2020

According to customer service expert Shep Hyken, a majority of businesses believe that improving the total customer experience is a top priority and will overtake price and product quality as a key differentiator by 2020. In contrast, omnichannels avoid adding new digital technologies to an already siloed system.

Customer Service 52

Customer Service E Commerce Virtual Agent E-support 52