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Customer Support Through The Eyes of Consumers
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CX leaders weigh in on the top AI trends in support
The pandemic has pushed businesses to empathize more. Support teams must step into customers’ shoes, track changing expectations, and offer help that’s human, relatable, and timely.
Dan Gingiss,
Chief Experience Officer, The Experience Maker
Service quality matters, but other factors influence purchases—whether it’s online or offline, the product type, the spend amount, and more all shape how much service impacts the decision.
Annette Franz
Founder and CEO, CX Journey Inc.
Younger generations prefer email—it offers thorough replies without staying glued to a device. Staff it to reply within 1–4 hours, and you’ll see customer satisfaction rise sharply.
Jeremy Watkin
Director of Customer Experience and Support, NumberBarn
The pandemic is the time to prove commitment. Businesses may chase short-term gains, but those investing in customers now—despite no immediate return—will be tomorrow’s winners.
Steven Van Belleghem
CX Expert and International Keynote Speaker
The research report dives into
- Shifting consumer expectations from customer support in the face of a pandemic
- The growing importance of empathy in customer service across age-groups
- Consequences of sub-par customer support
- What a customer’s idea of excellent support is like
