Trends Report

Brief: Focus On Three New Service Experiences To Thrive In The Age Of The Digital Customer

Social, Proactive, And Embedded Customer Service Builds Intimacy With The New Breed Of Consumers

April 16th, 2015
Ian Jacobs, VP, Research Director
Ian Jacobs VP, Research Director
With contributors:
Stephen Powers , Danielle Jessee

Summary

A new generation of customers doesn't seem to remember details of service processes. They have begun to prefer self-service versus speaking with contact center agents and now look to companies to act as the coordinator of their customer service experiences. The modern customer prefers to learn where to find information, rather than actually memorizing it. This report details why these digital-focused customers think and behave differently than preceding generations and what AD&D pros should look for in customer service technologies to deliver outstanding customer experiences to this new breed of customer.

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