Sitel CX data suggests brands are enjoying a ‘state of grace’ from forgiving consumers
Fewer customers are leaving negative reviews and of severing ties with companies due to a poor experience and less than half would consider taking their business elsewhere, according to research released by Sitel on Monday.
Based in Miami, Sitel combined surveys it conducted with customers in both the U.S. and the U.S. to produce its COVID-19: The CX Impact report. This is the third year Sitel, which offers products and services including call deflection and customer self-service portals, has produced the report.
While some aspects from the data will likely confirm assumptions among CX leaders — a greater shift to e-commerce and digital channels, for example — other findings reflected some surprisingly
Shane Schick tells stories that help people innovate, and to manage the change innovation brings. He is the former Editor-in-Chief of Marketing magazine and has also been Vice-President, Content & Community (Editor-in-Chief), at IT World Canada, a technology columnist with the Globe and Mail and Yahoo Canada and is the founding editor of ITBusiness.ca. Shane has been recognized for journalistic excellence by the Canadian Advanced Technology Alliance and the Canadian Online Publishing Awards.