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Posted by Kate Leggett on March 15, 2013
Consumers’ preferences for customer service channels are rapidly changing. And it’s not just the younger generation of consumers — there’s disruption and change across all ages and demographics. Our 2013 data about communication channels that customers use for customer service is available in my latest report. Here are some key data points:
What this means is that companies must understand their customers’ communication channel preferences and be prepared for them to change over time. This also means that companies must choose technology ecosystems that provide the business agility and flexibility to meet customer channel demands today and in the future.
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