Face-to-face communications ranks as easily the most important customer experience (CX) channel today, according to results from a Genesys-sponsored survey of 516 senior-level executives conducted by the Economist Intelligence Unit (EIU). But fast-forward 3 years, and channels such as online assistance support, social media and web self-service will be about equally as important, the study suggests.
In fact, 39% of global respondents (the majority of whom come from companies with at least $500 million in annual revenues) predicted that online assistance support would be one of their three most important CX channels in 3 years’ time, up from 33% giving it that importance now. Online assistance support will overtake face-to-face communications, which 45% feel is a top-3 channel today, but which fewer (37%) see as maintaining that level of importance in the years to come. Read the rest at MarketingCharts.