Customers are in the driver’s seat now. They have more say than ever before in how they interact with the companies they do business with.
Verint recently commissioned a research survey about customer service expectations in association with Opinium Research and consultancy firm Ovum. (For those who may not be familiar with the term “ghosted”—it refers to the sudden vanishing from someone's life by a significant other.)
As highlighted in a recent CMSWire....