Published: 22 February 2024
Organizations’ reactive service approach results in high-effort customer experiences, limiting self-service effectiveness and profitability. Customer service and support leaders must transform service experiences with dynamic customer engagement to enable proactive, personalized next best actions.
A top priority for many service leaders is shifting from a reactive to a proactive strategy, yet only 19% of all service interactions begin with the organization initiating engagement with the customer.
Seventy-four percent of customer service journeys involve a customer using multiple channels, requiring customers to start over again when switching channels, resulting in high customer effort and frustration.
Organizations struggle to leverage data within the service interaction. Eighty-three percent of service leaders report that service and support analytics success is held back by data quality issues, while 74% say the same from lack of access to necessary data.
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