Conclusion

Consumers grow increasingly savvier every year as we cultivate a digital-first culture, but they continue to search for authentic, personalized experiences. As we lean into the future, your brand success will always hinge on efficiency, valuable service and friendliness.

The phone continues to be your lifeline to your consumers. While they crave more self-service, they lack confidence in its efficiency right now. To break this barrier and exceed consumer expectations, your brand needs to address this — along with playing an engaging role on social media and utilizing insights for personalization.

To truly stand out amongst your competitors, your brand may need to regroup, prioritize your staff and CX strategies and lean on experts to help bridge the gap between you and your customers.