The New CX Mandate: Insights & predictions of 1500 customer service leaders

Since the start of the pandemic, 71% of customer service leaders in the US saw increased overall contact volume. And with customer opting to do more and more business online, contactless customer service is now key to retaining customers and addressing rising customer churn.

2021 will be a year of adjustment to new trends and norms. Check out these survey results from 1,500 customer service leaders throughout the duration of the pandemic, and learn what’s being done to manage customer expectations and speed problem resolution in the coming year.