Customer Experience 2021 - Changing Customer Behaviour & Attitudes
Customer expectations, needs and behaviours are changing faster than ever before, accelerated by the pandemic. Prior to COVID, digital interactions were already establishing a foothold as an alternative to voice. However, since the pandemic there has been a surge in the use of digital. This was in part down to increases in customer demand but also constraints on offline availability as physical premises closed and contact centres migrated advisors to work remotely.
Recent research conducted by Odigo in association with the CCMA has explored and tracked customer behaviours and attitudes to provide up-to-date insight and thinking for CX Leaders.
Join this session as we discuss the findings of this major research initiative and uncover customer motivations and preferences to help shape the future customer experience consumers are demanding.