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More than 2,400 consumers weighed in

The results are in! Our 2018 CX Transformation Benchmark surveyed 2,400 consumers across the UK, US and Australia about their most recent customer service experiences, including 11 different channels, both agent-assisted and self-service — more than 4,600 total interactions.

What did we find out? Consumers expect more and they’re ready to buy more from companies that deliver a great experience every time.

A few more highlights:

  • 8 in 10 consumers are willing to switch companies due to poor customer service
  • 9 in 10 consumers want seamless omnichannel service
  • 83% of customers that used self-service channels, also used agent-assisted channels

Download the full report for the latest consumer insights your contact centre can use now to measurably improve agent quality and customer satisfaction.