What customers say about effort and omni-channel

As communication channels expand and customer inquiries become more frequent and complex, customer care leaders are facing a tough question: ‘How do we deliver the best customer experiences to a market that wants to self-serve in digital channels, but still needs agent assistance in crucial moments?’

Today, big customer experience (CX) performance gains don’t happen with off-the-shelf technologies or the efforts of tactical project teams. CX has gone strategic. It’s tricky stuff, requiring careful planning and savvy investment to stimulate growth while controlling costs. To figure it out, you need a reliable read on customer behaviour and preferences. And that’s what you’re getting right here in this report, exclusively from Convergys.

Read it and gain key insights from our interviews with more than 6,000 US consumers, covering which channels they prefer, how they approach support interactions, how issue complexity impacts their decisions, and more.