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CX Marks the Spot: What Consumers Expect from Brand Communication
In the realm of customer experience, communication is everything. But in the digital age, the volume of available communication channels is growing exponentially – leaving brands to navigate consumers’ rapidly changing preferences.
West surveyed more than 500 U.S. consumers to understand how they define high quality CX, gauge how communication preferences shift across self-service and proactive interactions, and identify which industries are leading and lagging in CX delivery. Take away some critical insights for your business: