Customers trying to do business with a brand may experience certain pain points. But these can mean even greater agony for the brand, judging by Customer Experience Predictions: Report 2022, a paper from Talkdesk.
One stress point is customer-centricity. Over half of brands report that those who are dissatisfied will jump ship, according to Talkdesk’s recent Global State of Customer Experience 2021.
What are firms doing about this? Apparently not much: Only 18% say they always ensure that the voice of the customer data always reaches the right department.
