Digital Experience with Customer Self-Care Applications
Customers’ way of communication has changed dramatically over the last 10 years, and digital innovations are revolutionizing customer experience. People now use apps to interact with their loved ones. And they expect brands to communicate in the same way as well.
According to McKinsey, digital self-care channels will increase their share in customer self-care channels to 48% in 2020. 55% of the customers expect consistency across channels.