CCW Digital Market Study: Customer Experience Trends, Challenges & Innovations

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Before COVID-19, consumers were dissatisfied with their experiences contacting customer support, and they felt strongly that they would become disloyal to a brand after a few bad experiences.

During COVID-19, customers experienced an accelerated digital transformation and became more likely to use self-service tools like chatbots.
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This in-depth study will show you customers’ current attitudes towards customer support, and their specific behaviors and desires for improved support, including:

How impactful CX is to a customer’s perception of a brand
Specific frustrations customers experience when dealing with remote agents
Which self-service tools really help customers
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