Customer Service and Support

Virtual Briefing: 5 Customer Behavior Insights to Shape Your Channel Strategy

| 1 hour, 30 minutes

Even as leaders accelerate spending on new customer-facing service channels, customer experience is not improving. Meanwhile, organizations incur added cost and complexity. Demographics are shifting towards younger, digitally native customers; there is a rise of trusted third-party alternatives for service information; and new competitors are resetting customers’ expectations for a great service experience.As service organizations introduce new digital channels, customer service and support (CSS) leaders need to keep up with the evolving behaviors and expectations of their customers. This invitation-only, complimentary session introduces five insights that CSS leaders can use to inform their future channel strategy.

Return to this web page to watch the virtual briefing. Contact us at with questions about watching.

Discussion Topics:
  • Discover how proactive services impact the volume of customer contacts and the overall service experience
  • Explore the 5 insights that CSS leaders can use to inform their future channel strategy
  • Create “value-enhancing” experiences that drive customer loyalty

Hosted by

Emily Potosky

Sr Principal, Research

Brent Adamson

Distinguished VP, Research

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