Customer trust and loyalty is hard-won and easily lost. As media and entertainment companies continue to move toward subscription models, it has never been more important to consider long-term relationships with customers.
We know from our research that customers are ready to switch to the competition after a bad customer service experience: One-third of customers will switch after one bad service interaction, and 80% will switch after multiple.
We’ve identified the following top trends for enterprise media and entertainment companies based on the Zendesk Customer Experience Trends Report 2020, our annual look at what leading companies are doing when it comes to customer experience and engagement.
In this datasheet, you'll learn more about the following trends:
- Connected data means better CX
- High-definition workflows improve life for agents
- Omnichannel conversations on the rise