Shai Berger, co-founder and CEO of Fonolo, discusses five key trends in customer experience for 2016, highlighting the importance of omni-channel service and the need for seamless customer interaction. A significant portion of customers (87%) are likely to switch businesses after a negative contact center experience, with 76% emphasizing the ongoing relevance of voice communication. Additionally, optimized mobile experiences are crucial as a growing number of customer service calls are expected to be made from smartphones, with many customers preferring call-backs over waiting on hold.

1. Oct 29, 2015 at 2:00 PM ET
Shai Berger
Co-Founder and CEO
Fonolo
Top 5 Trends in
Customer Experience
for 2016
Speaking:

2. Customers
demand
omni-channel
service.

3. Say companies need to put
more work into providing a
seamless experience.
Source: Zendesk
87%

4. say “just ONE unpleasant
contact center experience is
likely to make me take my
business elsewhere.”
Source: YouGov
76% The
voice channel
is as important
as ever.

5. say “just ONE unpleasant
contact center experience is
likely to make me take my
business elsewhere.”
Source: YouGov
76%

6. Optimized
mobile
experiences
distinguish
today’s
leaders.

7. of inbound customer service
calls across eight countries
will be made from
smartphones by 2016.
36%

8. Businesses
lose
customers
every day by
putting
them
on
hold!

9. Good News!
The problem
is easily
FIXED…
Press 1 to get
a call-back
from the next
agent.

10. 63% of customers
prefer getting a
call-back
to waiting
on hold.

11. A real-life phone interview
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the live Q&A.
Oct 29, 2015
2:00 PM ET
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