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Whitepaper · 03 Feb 2020

5 trends in customer experience for 2020

Our Autonomous Customer 2020 report cuts through the false predictions and hype to reveal where investment in your contact centre will pay off.

This report features research based on a survey of 6,000 online consumers across twelve countries around the world, looking at how consumers want to contact businesses throughout their customer journey.

It debunks some long-held beliefs and highlights the must-have channels for 2020 and beyond:

  • Is it the end of the road for person-to-person voice calls?
  • Is messaging mania here to stay?
  • Do video and social media for contact have a future?
  • How can businesses build trust and security around identification, verification and payments?
  • What AI-powered technologies are customers ready to accept?

Make smarter decisions with the full picture: download the whitepaper and register for our webinar.

If you would like to discuss how we can help you address some of these challenges, we’d love to welcome you to one of our Customer Experience Centres around the globe.

Whitepaper
The Autonomous Customer 2020
The Autonomous Customer 2020
Autonomous Customer 2020
Autonomous Customer 2020
Size: 2MB
Format: PDF
Size: 2MB
Format: PDF
Infographic
Download our infograph to get the main findings at a glance
Download our infograph to get the main findings at a glance
Size: 438KB
Format: PDF
Size: 438KB
Format: PDF

This report features research based on a survey of 6,000 online consumers across twelve countries around the world, looking at how consumers want to contact businesses throughout their customer journey.

It debunks some long-held beliefs and highlights the must-have channels for 2020 and beyond:

  • Is it the end of the road for person-to-person voice calls?
  • Is messaging mania here to stay?
  • Do video and social media for contact have a future?
  • How can businesses build trust and security around identification, verification and payments?
  • What AI-powered technologies are customers ready to accept?

Make smarter decisions with the full picture: download the whitepaper and register for our webinar.

If you would like to discuss how we can help you address some of these challenges, we’d love to welcome you to one of our Customer Experience Centres around the globe.

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