Interactions 2024 - Las Vegas

White Papers

Exceeding US Customer Expectations 2023-24 [ContactBabel]

Overview

Ever wish you had a magic mirror to tell you what customers expect so you can provide exceptional CX? Now you do. This new in-depth 73-page report from ContactBabel identifies the frontline issues that most impact customers today and provides insight into factors driving their decisions.

Based on a survey of 1,000 consumers, “Exceeding US Customer Expectations” is essential reading for CX leaders. The report puts the customer experience at the heart of the decision-making process, quantifying the effect of customers’ choices and opinions on performance and profitability.

Here are some of the key customer insights the survey reveals:

  • 61% of survey respondents wanted issues solved the first time
  • 54% said they prefer shorter wait times in call queues
  • 31% desire a choice of which service channels they use

The report also offers actionable advice for CX leaders:

  • Offer the right channel at the right time to the right customers
  • Reduce customer effort while managing costs
  • Support and empower agents so they can support customers

Discover what your customers want so you can improve outcomes and build lifetime loyalty.

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