C-Suite Sees Social Rising In CX Importance

Face-to-face communications ranks as easily the most important customer experience (CX) channel today, according to results from a Genesys-sponsored survey of 516 senior-level executives conducted by the Economist Intelligence Unit (EIU). But fast-forward 3 years, and channels such as online assistance support, social media and web self-service will be about equally as important, the study suggests. (more…)