Independent research advisory, Ecosystm, released a whitepaper in partnership with Local Measure. “You Think Your Business Offers a True Omnichannel Experience? Think Again!” presents numerous facts from a 2021 global study of customer experience (CX) leaders and examines the growing impetus on developing an omnichannel strategy.
“We don’t want a human to answer…”
The research is clear, voice is on the decline as more customers prefer to self-serve rather than speak on the phone to a customer service agent. It’s also no surprise that a significant amount prefers to self-serve from different locations and use their mobile devices when dealing with businesses.
