Both perceived customer demand as well as internal demands for accountability and measurability are driving personalization efforts. This report explores how marketers are using data to optimize omnichannel experiences for consumers, and what consumers think of these personalization efforts.View this Report
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Top Channels for Customer Service in 2020 According to Customer Service Executives Worldwide (% of respondents)
What Will Be the Most Transformative Application of Innovation for Customer Service for Businesses Worldwide in the Next 5-10 Years? (% of respondents, April 2019)
Average Response Times of Businesses Worldwide to Customer Queries, by Region, April 2019 (% of respondents)
Which 3 Technology Trends Will Offer the Biggest Opportunity to the Customer Service Department of Businesses Worldwide by 2020? (% of respondents, by region)
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Chatbots Useful for Some Customer Service, but Can't Do Everything Yet
May 14, 2019
Marketers are looking to chatbots to help personalize the automated aspects of customer service, but many believe the technology still has some ways to go before catching up with their expectations.