Customer service managers place customer engagement in the top three priorities for the next five years, according to a whitepaper on how to make self-service an effective part of a service resolution timeline, from preventive to automated, while ensuring high customer satisfaction
More than 40 percent of organizations have customer engagement initiatives with an average 23 percent premium in key metrics
(revenue, cost, profitability, etc.) over companies that don’t have a customer engagement initiative in place.