Top 5 customer experience trends for 2016
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Shai Berger, co-founder and CEO of Fonolo, discusses five key trends in customer experience for 2016, highlighting the importance of omni-channel service and the need for seamless customer interaction. A significant portion of customers (87%) are likely to switch businesses after a negative contact center experience, with 76% emphasizing the ongoing relevance of voice communication. Additionally, optimized mobile experiences are crucial as a growing number of customer service calls are expected to be made from smartphones, with many customers preferring call-backs over waiting on hold.
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Top 5 customer experience trends for 2016
- 1. Oct 29, 2015 at 2:00 PM ET Shai Berger Co-Founder and CEO Fonolo Top 5 Trends in Customer Experience for 2016 Speaking:
- 3. Say companies need to put more work into providing a seamless experience. Source: Zendesk 87%
- 4. say “just ONE unpleasant contact center experience is likely to make me take my business elsewhere.” Source: YouGov 76% The voice channel is as important as ever.
- 5. say “just ONE unpleasant contact center experience is likely to make me take my business elsewhere.” Source: YouGov 76%
- 7. of inbound customer service calls across eight countries will be made from smartphones by 2016. 36%
- 9. Good News! The problem is easily FIXED… Press 1 to get a call-back from the next agent.
- 10. 63% of customers prefer getting a call-back to waiting on hold.
- 11. A real-life phone interview Register for this free webinar to join the live Q&A. Oct 29, 2015 2:00 PM ET Register Now!