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Consumers are driving customer experience based on their experiences and perceptions. In fact, they’re transforming CX and its role in a brands competitive edge. They have a lot to say—and many have strong opinions. The results of our groundbreaking study of 2,400 consumers who reported on 4,600 recent transactions provide contact centers with important markers and milestones in the customer journey. One thing is clear: Your customers are in charge, and your contact center needs to respond!