Sitel CX data suggests brands are enjoying a ‘state of grace’ from forgiving consumers

Contact center firm surveys U.S. and U.K. to identify the most appreciated innovation during COVID-19, top vertical industry and more

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

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