Execs In The Know & COPC Inc. Release the 2019 Consumer Edition of the Customer Experience Management Benchmark Series

Global customer experience industry leaders Execs In The Know and customer experience consulting firm COPC Inc.have announced the release of the 2019 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series. The 14th biannual installment of the series has corralled relevant year-over-year insights into emerging trends and advanced data surrounding customer expectations, desires, and behavioral patterns when using various customer care channels. Among the channels explored are Traditional Care (phone, email, and in-person), Social Media Care (Facebook, Twitter, etc.), Interactive Care (online/video chat, chatbot, and self-help), and Mobile Care (apps, mobile chat, and text/SMS).

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