Customer expectations have grown tremendously, as their experience with a brand has become one of the most important factors that determines if they’ll purchase again from a company. These rising expectations are increasing the demands on all customer-facing employees.
This 2019 global survey asked 750 customer-facing employees, customer experience managers, and content/knowledge managers:
- How are their roles changing in this competitive environment?
- What are the biggest barriers to making customers happy?
- Are they leveraging AI technology to improve customer experience?
What is their strategy to scale high-quality support at manageable costs?