The mix of communication channels organisations use to interact with customers has changed significantly throughout the pandemic. It has accelerated new forms of digital engagement and increased customer expectations. However, recent research commissioned by Enghouse Interactive has exposed the challenges and shortfalls in delivering a customer service. Businesses need to examine what channels and service approaches work for them now and in the future.

The statistics in this infographic are based on research polling 100 IT professionals and 100 UK consumers in February 2022. You can download a more detailed executive summary report here.