2022 Optimizing Digital Support eBook

Digital is now the primary customer service channel as more consumers continue to complete their journeys online.

But digital is not a one-size fits all — every customer will choose different channels for different issues, and more often than not will use a combination of different channels in a single journey. Your digital support experience (DSX) has to evolve to ensure every customer can complete their journey on the channels they prefer, while still tailoring the experience to different customers, and making sure the highest value customers get a custom support experience.