What do European customers need and expect in today’s hyper-competitive business environment? The insights we gained from our multi-country study will likely substantiate some of your existing beliefs about CX. However, our results also illuminate a changing CX environment, brought on by the growth of new communication channels and business models.
For example, you may be surprised at how quickly customers age 22 or younger expect to be contacted after they’ve provided feedback, or the portion of customers that wouldn’t blink an eye at the notion of working entirely with robot service agents (as long as the service met their expectations.)
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