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Consumers are now more connected and more demanding than ever before.
As highlighted in the presentation below, 86% of surveyed consumers reported that they would be more satisfied if offered their channel of preference and half would move to a competitor that did offer their preferred channel.
Meanwhile, brands increasingly realize the importance of engaging with consumers not only through 800 numbers but also through social, mobile, email, chat and self-service channels.
However, the increasing complexity of dealing with so many customers across so many channels has presented brands with a wide variety of new obstacles.