Fully 80% of customers churn as a result of dissatisfaction with service quality. To prevent avoidable churn, businesses must improve their service across various channels. Unfortunately, there is a well-documented gap between how brands perceive their CX and customers' opinion.
61% of companies have no formal process for closing the loop with customers. Closing the loop leads to deeper relationships and greater retention. Software may be part of the answer to improve CX and bridge the gap.
Personalized CX requires automation to move customer data to those who can act on it. Automation doesn't replace human interaction, it enables it, leading to loyalty and advocacy. Investment in personalization is growing, so brands should quickly lean into the shifts.
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Closing the Loop: How to Deliver Personalized CX at Scale, Even Across Channels
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