Building customer communications that matter

Insight from 6000 customers on brand empathy and communication preferences

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CX Network
03/05/2021

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The pandemic, coupled with lockdowns around the world, has forced customers to seek contactless human interactions, resulting in an increased usage of digital channels.

Amidst the fast pace of digital transformation, the emotional connection that brands build with customers may have gotten lost.

In fact, 74% of customers find business messaging lacks a personalized, human connection. Missing that human touch can alienate more than half of your customer base, with 54% of surveyed customers saying impersonal, generic messaging annoys them.

This report will display how customer-centric omnichannel engagement is critical for generating business growth and build lasting relationships. Drawing from a survey of 6,000 customers, readers will understand what individuals desire in brand communication, and how the challenges of 2020 have influenced their perspective.

Access this content to discover: 

  • Learning communication lessons from lockdown
  • How to find the right fit for every customer
  • Pinpointing personalities and preferences in every age group
  • Making omnichannel matter more than ever
  • Tuning in to the right channel

We respect your privacy, by clicking "Download Your Copy" you agree to having your details passed onto the sponsor who may promote similar products and services related to your area of interest subject to their privacy policy. You have the right to object. In addition, you will receive our e-newsletter, including information on related online learning opportunities. For further information on how we process and monitor your personal data, and information about your privacy and opt-out rights, click here.

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