Customer expectations have grown tremendously, as their experience with a brand has become one of the most important factors that determines if they’ll purchase again from a company. These rising expectations are increasing the demands on all customer-facing employees.
Bold360 partnered with Ovum Research in 2019 to conduct a global survey to better understand just how prepared customer-facing employees are to deal with rising customer expectations. The survey spanned 7 countries across North America, EMEA, and ANZ and collected feedback from 750 customer-facing employees, customer experience managers, and content/knowledge managers.
In this report, we discuss:
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