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A new report details "customer craving" for CX Innovation, and the desire for "good friction"



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Our newest report covers why customer service isn't just a detour -  it's an important part of your customer journey. Service should be at the forefront of your customer's experience and how you can utilize service to drive revenue and serve as a sales opportunity.

In the same way that marketers purposely drive customers to in-store or digital eCommerce experiences, we believe that CX should be a destination for customers in the omnichannel journey. In this report, you'll learn about:

  • 1 in 3 DTC shoppers are interacting with CX teams weekly or more often
  • Why good CX delivers brand affinity and increased revenue.
  • Why "good friction" is a meaningful (and not harmful) feature
  • ... and those customers are 40% more likely to engage in CX innovation investments.
  • And much, much more

Download the report today!

A report presented in partnership with

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