We are amid a customer experience revolution. Gartner predicts that by 2022, approximately 65 percent of all customer service interactions will be digital or text-based versus phone. With today’s customers being much more demanding and much less brand-loyal than they once were, companies across industries are beginning to recognize CX as a key competitive differentiator and are making sweeping changes to keep up.
The art of good customer service existed long before we were browsing the web until our hearts content. In many cases “old school” customer service set foundational practices that are proving difficult to change — explaining why consumers sometimes still opt for a phone call rather than leveraging newer forms of communication.
