CCW Digital - Customer Service Trends & Opportunities Report

CCW Digital | Outsmarting Adversity: How brands can future-proof contact centers in a possible economic downturn

Only 15% of consumers feel that brands are personalizing interactions, and only 33% think that the agents they speak with know or care about their issues. 62% of brands acknowledge inconsistencies in their communication — proving that digital customer experiences continue to underwhelm customers and brands alike.

In the face of a potential budget reduction in 2023, customer service leaders are focusing on nurturing existing customer relationships by unifying customer communication for frictionless, personalized experiences.

This report by CCW Digital and Sprinklr reveals the specific challenges thwarting success – and the specific actions that leading companies can take to outsmart adversities in achieving a unified customer experience, no matter the market fluctuations.