2022 CX Trends and Insights Report
Zenarate partnered with Execs In The Know to research consumer preferences and perceptions toward customer service and experience channels. CX leaders can use the report to better understand what consumers value most, where to focus their agent training efforts, and how to win over customers and prospects.
Key findings from the report:
- Consumers prefer human agents to automation. 67% of consumers use the phone to engage with a brand’s customer care department, and leading brands are expected to have well-trained contact center agents to deliver the best brand experience possible.
- Conversation- and text-based channels dominate customer resolution rates. CX Leaders Trends & Insights research found that 61% of multichannel engagements begin in the conversation or text channel, with 69% of customer resolution occurring in the conversation or text channel in the past 12 months.
- Agent training and coaching needs attention now. Most consumers want businesses to focus on the Customer Care Experience, but only a third believe that the area has improved over recent years.
Do You Want More Consumer Trends and Insights?
Download the 2022 CX Trends and Insights, Consumer Edition report to understand why consumers increasingly value human interactions for superior brand experiences.