What Wins Customers Back After A CX Failure?

Roughly 3 in 4 consumers surveyed across 9 countries have experienced their “worst CX failure” within the past 2 years, according to a report from SDL. Customers most often ascribed failures to the post-sale support of the customer journey stage, with long waits/poor response times (35%), poorly empowered (31%) and trained (30%) customer service the most commonly-cited reasons for CX failures. So can customers be re-engaged? (more…)