Customer loyalty is on the decline–a 7 percent drop since last year with higher attrition among digital customers, according to a new global study by Verint. Research conducted by Verint shows that digital customer engagement is driving a decline in customer loyalty. Consumers who prefer to engage with organizations digitally are more prone to switching providers. Just under half (49 percent) of those who prefer to engage with organizations via digital channels have been with providers for more than three years,....

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