What customer experience do consumers want?

According to a Verizon-sponsored survey, globally consumers want personalization and ease of contact. In fact, 63% did not care about the channel they used as long as they got through quickly and easily; 35% would leave a company with a slow app and 59% would abandon an online transaction that took too long. Nearly half (47%) would go back to a company offering personalized, intuitive customer experience, even if a rival was cheaper.

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