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Calabrio Report: The Danger of Digital Self Service

New study reveals what organisations must focus on first to meet customer expectations for digital service. What Does It Take to Deliver a Seamless Customer Experience… View Article

RETAIL SOLUTIONS

Calabrio Report: The Danger of Digital Self Service

New study reveals what organisations must focus on first to meet customer expectations for digital service.

What Does It Take to Deliver a Seamless Customer Experience Across All Channels?

This year, digital channel interactions are expected to overtake voice interactions four the first time, leaving companies across all industries scrambling to offer new customer communication channel options. As organisations with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, compared to 33% of companies with weak omnichannel execution, getting digital service right is critical.

To find how organisations are navigating the transition to omnichannel customer service, Calabrio surveyed more than 1,000 marketing and customer experience leaders in the U.K. and U.S. about their digital customer communication strategies.

Read The Danger of Digital to learn:

  • How prepared companies feel they are to meet increasing customer service expectations
  • What organisations consider when determining which new channels to invest in for their digital self-service
  • Why hiring managers need access to better data to adapt training and recruiting practices to plan for more complex customer interactions

You’ll also learn why many organisations struggle to succeed with omnichannel customer service, despite investing heavily in these new platforms.

Download the full report here

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Omnichannel Futures Conference 2020
Omnichannel Futures Conference 2020
5 February 2020
Cavendish Conference Centre, 22 Duchess Mews, London W1G 9DT
A truly omnichannel offering requires an understanding of customer behaviour across all shopping channels and how this should impact your overall business strategy
Online Conversion Summit 2020
Online Conversion Summit 2020
April 30 2020
The Hallam Conference Centre, London W1W 6JJ
The Retail Bulletin Online Conversion Summit 2020 Partnered by IMRG
Future of Retail Marketing 2020
Future of Retail Marketing 2020
9 June 2020
Hallam Conference Centre, 44 Hallam St, London W1W 6JJ
The Future of Retail Marketing for Customer Engagement
The HR Summit 2020
The HR Summit 2020
1 October 2020
Hallam Conference Centre, London W1W 6JJ
Company values, collaboration with employees and driving a major HR transformation to create a truly omnichannel experience, need to be at the heart of the organisation's culture and brand
AI in Retail Conference 2020
AI in Retail Conference 2020
14 October 2020
Hallam Conference Center, 44 Hallam Street, London W1W 6JJ
CONFERENCE AIMED AT RETAILERS WORKING IN MARKETING, IT, DIGITAL, DATA AND TECHNOLOGY