(Findings from Accenture Global Consumer Pulse Survey)
- Customers demand omni-channel service: Customers want to use a breadth of communication channels for customer service. Across all demographics, voice is still the primary communication channel used, but is quickly followed by self-service channels, chat and email.
- VOC Data Analysis: Social networking has amplified the voice of customer to new heights. More companies plan to use speech and predictive analytics to decode real time customer experiences.
- Proactive Engagement: A survey by Forrester shows that 29% of enterprises are planning to invest in proactive outbound communications in the next 12 months. Proactive engagements anticipate the What, When, Where and How for customers.
- More customer experiences will happen on mobile devices: Customers are looking to companies to provide the experiences and the services when they needed it at the time they need it and in the formats they need it.