The Customer Experience Guide by ContactBabel found that most businesses are still a long way from their CX improvement goals.
The 2021-2022 UK Customer Experience Decision-Makers’ Guide
Above all, the surveys show that the telephony channel still requires strong investment and support. While digital channels and AI-based automation give the promise of a lower cost of service, consumers state that they are currently more comfortable with live agent service. Providing reassurance and confidence, the pandemic has only increased the value of the phone channel to customers.