The latest research into US consumer expectations reveals changing preferences for customer service, where brands fall short, and how expectations have shifted in 2020. 79% stated customer service is “extremely important” when deciding where to shop, and another 77% said they expect immediate answers.

Dig deeper into these stats and more with insights into the importance of empathy, why AI, omnichannel and self-service are must-haves, and how generational differences are shaping the future of CX.

Compliments of Kustomer


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