1. This study highlights what we’ve known for years; customer care is no longer just about voice – but about delivering a consistent customer experience across multiple channels. While the adoption of newer digital channels is promising, their development should not come at the cost of existing ones. The lack of focus on an effective omni-channel experience is worrying considering our research has found that customers who contact support more than twice over six months are at extreme risk of churning. Customer experience therefore directly impacts the bottom line, with a joined up, omni-channel approach critical to success.

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