2020 Customer experience transformation benchmark report

Given the disruption to customer channel usage levels triggered by the Covid-19 pandemic, the past year has witnessed marked shifts in CX investment strategies for many organisations.

Research indicates that globally in 2020 self-service channels, such as websites, IVR and chatbots, grew in popularity, whereas agent-assisted channel usage (phone, email, and online chat) saw a drop in comparison to 2019.  

However, distinct regional trends were also present. For instance, the UK saw phone channel volumes rise to 90 per cent in 2020, making phone the most popular channel for UK customers. Alongside this increased usage, the channel enjoyed an uptick in first contact resolution, customer satisfaction, and NPS scores in the UK.

Shifts in customer preferences and channel availability risk causing outdated contact centre CX investment strategies to miss the mark for customer needs.

Read this research to access market insight from over 1,000 contact center specialists, which identify major changes in customer preferences and activities. Utilise the findings to strengthen your brand’s CX investment strategy for 2021 and discover how it compares to the rest of the market.

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Download this whitepaper to dive deeper into:

• The investments businesses are making to improve customer experience
• Benchmarking – See how your contact centre compares, with key metrics including satisfaction, first contact resolution and NPS
• Fastest growing digital channels in UK contact centres, including usage and performance trends
• Top 10 social media messaging app usage for customer service
• Investments in AI, chatbots and automation for customer service