The Autonomous Customer 2013 samples 1000 consumers in the UK and USA and looks at the key changes in consumer behavior and channel choice that affect customer service. It highlights the huge pace of change in the way that consumers expect to engage and interact with organizations. What's quite astounding is the pace of change we've seen in the three years since a similar study carried out in 2010. The challenge for organizations is how to adapt to the needs of a fast changing consumer without 'breaking the bank.' This study's results show how customer behavior and devices have changed--and how to reconnect with your customers.
October 15, 2013
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