To understand the state of CX, Interactions surveyed 1,000 U.S. consumers. The survey reveals the unfortunate reality that most companies fall short of meeting customer expectations, leading to frustration and dissatisfaction. It’s crucial for organizations to address these shortcomings and explore opportunities for improvement.

It all starts with delivering better, more personalized experiences. With a strategic focus on addressing consumer frustrations and leveraging the benefits of technology, organizations can transform their customer service capabilities, positioning themselves as CX industry leaders.

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CX AND THE CONSUMER: Pitfalls and Possibilities

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