Customer Experience News & Trends

Do customers want to talk to your people — or your technology?

When customers have problems, should you talk to them over the phone or type a response? New research says …

Pick up the phone.

That’s what 83% of customers want, according to Accenture Strategy’s Global Pulse Consumer Research report. Customers want to deal with people in person to solve their issues.

As a result, companies might want to rethink their investment strategies: Start focusing on delivering experiences that satisfy customers rather than on more methods for interacting with customers, researchers suggested.

The experts at Accenture show the rise in humanless customer experiences and their impact on satisfaction in this infographic:

CXI Infographic


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