The 2018 Aspect Consumer Experience Index: Survey Says, the Evolution of Customer Service Continues

Every year, the customer service industry talks about the changing consumer landscape and how and how companies need to address their customers’ preferences RIGHT NOW or risk massive churn the likes of which contact centers around the world have never seen. Like all prognostications however, …


Customers Are Willing to Pay a Lot More for a Better Customer Service Experience, if They Get to Tell You Exactly What That Is

The annual Aspect Consumer Experience Index is out but before we dive into the data, I want to take a look at some things going on in the customer service market that will give us a little perspective first.

According to Accenture’s just-released Digital Consumer Survey, …