White Paper: Frost and Sullivan The Future of Customer Experience

The effective integration of channels into one seamless conversation will be a major differentiator for customer-centric businesses. Customers increasingly expect that the best service they have experienced elsewhere translates into the service they should receive from all companies, and a lesser experience will impact brand value.

This whitepaper looks at the latest developments in customer experience (CX), including changes accelerated by the COVID-19 pandemic. It draws on the most recent research to understand in which ways change is occurring.