The future of customer service infographic covers:

CX has never been rated higher

• 1 in 3 customers will leave a brand they love after just one bad experience.

Mobile customer experience is a must

• 57% of customers won’t recommend a business whose website isn’t mobile friendly.
• Moreover, 52% of Internet traffic is now via a mobile device.
• Correspondingly, 84% of customer-centric companies focus on the mobile customer experience.

The future of customer service infographic (continued)

Omnichannel matters

• Companies with the strongest omnichannel customer engagement strategies enjoy a 10% Y-O-Y growth.
• Furthermore, in 2022 85% of all customer service interactions will start with self-service.
• Significantly, in 2022 70% of customer interactions will involve emerging technologies such as machine learning (ML) applications, chatbots and mobile messaging.
• 87% of customers believe brands need to put more effort into providing a more seamless experience.
• Companies with extremely strong omnichannel customer engagement retain on average 89% of their customers, compared to 33% for companies with weak omnichannel customer engagement.
• Meanwhile, purchase frequency is 250% higher on omnichannel vs. single channel and the average order value is 13% more per order on omnichannel vs. single channel.

The Future of Self-Service: Customer-Led Automation

• By 2023 customers will prefer to use speech interfaces to initiate 70% of self-service.
• By 2025 customer service organisations that embed AI in their multichannel customer engagement platform will increase operational efficiency by 25%.
• 91% of organisations are planning to deploy AI within the next three years. By 2030, customer-owned bots  will raise a billion service tickets.