{"id":692399,"date":"2022-10-05T09:01:26","date_gmt":"2022-10-05T13:01:26","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/conduent-survey-finds-even-digital-channels-need-a-human-touch\/"},"modified":"2022-10-05T09:01:26","modified_gmt":"2022-10-05T13:01:26","slug":"conduent-survey-finds-even-digital-channels-need-a-human-touch","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/conduent-survey-finds-even-digital-channels-need-a-human-touch\/","title":{"rendered":"Conduent Survey Finds Even Digital Channels Need a Human Touch"},"content":{"rendered":"<h2>\nBrands can improve consumer experience by leveraging personalization and empathy from agents in digital interactions<br \/>\n<\/h2>\n<div class=\"mw_release\">\n<p align=\"left\">FLORHAM PARK, N.J., Oct.  05, 2022  (GLOBE NEWSWIRE) &#8212; In recognition of this year\u2019s <a href=\"https:\/\/www.globenewswire.com\/Tracker?data=eULDA37M8On5V92sA16sGEvakyR9m58mA3LHd7W_kkJadjOZ7fs3zsu9FT-TL-5LzL48-yyTWi24h4TUpiblUH2cOYNuJ94ot8pI1b21xXI=\" rel=\"nofollow noopener\" target=\"_blank\">Customer Service Week<\/a>, <a href=\"https:\/\/www.globenewswire.com\/Tracker?data=JAQZhlxwAK9_uieN6QclWT9-aCF0Imi3oiJ5pnDg_eCWbmpTH5ElrFjOJTBPSoBPBRXFUfswwNyOH93CqR0FRAT_oGDXtnVfQvvCnersUBryUvNxZ-vj0_FK3wHhtdWcbD9B0hKzd2DMeDZMqp5v0-p9OSs8sE-gqgQQEk-MZ7yxu4uLbxnVkjFBeLpZq92fsMwhTA6pG71dQDaYJ5mWgM4ieRnm7naU1Ofl8mEOqzmLAF8bP9pRLmlJIf-HkFlqGSHA4zDk8xaqTgo3O6y1Ag==\" rel=\"nofollow noopener\" target=\"_blank\">Conduent Incorporated<\/a> (Nasdaq: CNDT), a global technology-led business process solutions company, released its <a href=\"https:\/\/www.globenewswire.com\/Tracker?data=qo_ZiV6cLoMMWEi1J88RP6YItVYZzHNxkJ7V1BSU0iNWJiMmSvNE6xOEmOxtlxolbIna86KLON_xLaM0wZWfneKZ2aj7HrjkWZaDTxDG4A2N9kZzbBkDzZAb0Rpu9g41pok6KZJnsrJLxcWnxkifuecorqaOEJP7HCog1Yokiu8fnTL7jkdqHBd24yxmb8ukXQ5KE8pJGXVMpyk56Yzhus6jKLkQwuY_8bmchZJSeAt6A96WHhPnTNj6IWab5rSh\" rel=\"nofollow noopener\" target=\"_blank\">2022 State of Consumer Experience Report<\/a>. According to the report, 24% of consumers are willing to end association with a brand after just one bad experience. The positive impact of customer service is also real with 22% of consumers willing to spend more because of a good experience.<\/p>\n<p>\u201cOutstanding customer service is critical to the overall consumer experience and a key factor in building consumer relationships, growing revenue and differentiating brands from their competitors,\u201d said Jeff Weiner, Vice President, General Manager for Customer Experience Management at Conduent. \u201cHuman touch is important and can be a differentiator for consumers in customer experience digital channels. Companies win when they strategically leverage data about the end-to-end customer experience to understand the consumer, are knowledgeable and demonstrate empathy \u2013 all at the same time.\u201d<\/p>\n<p>Key findings from the Conduent report:<\/p>\n<p>\n        <strong>Consumers want conversational customer experiences with 65% of consumers wanting an agent responding in digital channels like chat. <\/strong>\n      <\/p>\n<ul type=\"disc\">\n<li>70% of consumers describe customer experience as excellent if they have either a strong relationship with the brand or an interaction that evokes a feeling of &#8220;happiness.&#8221;<\/li>\n<li>74% of consumers said brand interactions were successful because the agent was helpful, which was more important to them than efficiency (53%).<\/li>\n<\/ul>\n<p>\n        \n      <\/p>\n<p>\n        <strong>Consumer trust of customer service channels grew<\/strong>\n      <\/p>\n<ul type=\"disc\">\n<li>Trust in digital interactions grew from 47% pre-pandemic to 76% post-pandemic.<\/li>\n<li>Trust in both AI and agent chats grew from 39% pre-pandemic to 65% post-pandemic.<\/li>\n<li>Trust in self-serve options grew from 39% pre-pandemic to 73% post-pandemic.<\/li>\n<\/ul>\n<p>\n        <strong>Brands can drive loyalty by understanding customers<\/strong>\n      <\/p>\n<p>The survey suggests there are two ways to win a consumer\u2019s loyalty \u2013 being very helpful (49%) and having all the consumer\u2019s information available (34%). In the past 18 months, brands report they are focused on customer service initiatives to increase customer loyalty and attract new customers including:<\/p>\n<ul type=\"disc\">\n<li style=\"margin-bottom:8pt\">training and enhanced processes to handle more complexity, offer more empathy and better personalize interactions (50%).<\/li>\n<li style=\"margin-bottom:8pt\">greater emphasis on customer feedback and identifying customer experience gaps (55%).<\/li>\n<\/ul>\n<p>\u201cTo deliver excellent consumer experiences, brands must create a personalized experience while empowering agents to be empathetic and problem-solvers,\u201d said Weiner. \u201cTo truly resonate with consumers, customer experience needs to maintain \u2018the human element\u2019 and demonstrate expertise. That\u2019s why every year we celebrate Customer Service Week. We celebrate our 27,000 customer service agents who deliver great experiences in every interaction.\u201d<\/p>\n<p>Read Conduent\u2019s full \u201c2022 State of Customer Experience Report\u201d at <a href=\"https:\/\/www.globenewswire.com\/Tracker?data=muXUWQ5L71C9ObESDNtaAU88PhnNiiqgPNPPtsySlRpmJ60X7XANg-O7ub90ObdDDC8ZF9ZEo_GqHtCK0slLFfJyTnEeiC3NjtKXnj0iftj4WAQ7GGXSBngUcyfTuUdNroa7GNKkE6g2HQXBHhdd--JwMNE1Dhh99_Vg98drBAR1tLKP-Yw5RxSHsO7E8qUDIt8qR7tFQTHy6FwP2YSknmVZehifd7vuPiJWvLkDlbg0vh7oETrdLrv0aYPLKzJBZdenR6MBit-EiR7oVfrdkg==\" rel=\"nofollow noopener\" target=\"_blank\">https:\/\/insights.conduent.com\/cx-report\/conduent-2022-state-of-consumer-experience-report<\/a>.<\/p>\n<p>For more information on Conduent Customer Experience Management solutions, visit <a href=\"https:\/\/www.globenewswire.com\/Tracker?data=aIbTc0RelmjHmHMPcHWwTwpQtahAuBTImgExBIOmX7xa8rt_AMlBL0UtR7Hm2JKeMdvRIDk7Ge91_H1wN1dzla5OAVT3yF7gIDHApprFdJsovdzDjHD_7DN93tO28-spcozdgcuodDYX_tPaxNerUwSDJOKbPI66vxi4OWnmJJw=\" rel=\"nofollow noopener\" target=\"_blank\">www.conduent.com\/customer-experience-management<\/a>.<\/p>\n<p>\n        \n      <\/p>\n<p>Survey methodology: Consumer research included 7,500 online consumer surveys administered by Mobilesquared, a provider of independent mobile market intelligence. Brand research included 120 online surveys plus qualitative interviews with brand leaders administered by Executives in the Know, a global community of CX executives. Both surveys were conducted on behalf of Conduent.<\/p>\n<p>\n        <strong>About Conduent<\/strong><br \/>\n        <br \/>Conduent delivers mission-critical services and solutions on behalf of businesses and governments \u2013 creating exceptional outcomes for its clients and the millions of people who count on them. Through our dedicated people, processes, and technologies, Conduent solutions and services enhance customer experience, increase efficiencies, reduce costs, and improve performance for most Fortune 100 companies and more than 500 government entities. Whether it\u2019s touching three out of every four health insured lives and delivering 45% of SNAP payments in the U.S., or enabling 1.3 billion customer service interactions and empowering 10 million employees through HR services worldwide, Conduent services and solutions interact with millions of people every day and move our clients\u2019 operations forward. Learn more at <a href=\"https:\/\/www.globenewswire.com\/Tracker?data=muXUWQ5L71C9ObESDNtaARqNvidLL3w50bV-Z6urhX4N9KOKNwZZjMT5BWvvbLvFKEoRl1tOE6PJf6Rzuyj-TH_sUbMYD0PDAjzr-VpOx0o=\" rel=\"nofollow noopener\" target=\"_blank\">https:\/\/www.conduent.com<\/a>.<\/p>\n<p>\n        <strong>Media Contact:<\/strong><br \/>\n        <br \/>Lisa Patterson, Conduent, +1-816-305-4421, lisa.patterson@conduent.com<\/p>\n<p>\n        <strong>Investor Relations Contacts:<\/strong><br \/>\n        <br \/>Giles Goodburn, Conduent, +1-203-216-3546, <a href=\"https:\/\/www.globenewswire.com\/Tracker?data=DTnR2zaNAN_7L6Uqxpxurg4K5kmxpg4mdfvxJIyHe0lO5P928ffnwp_V0n_QjNYD94Jjd7JrbrSMDg8ofOb5Fw==\" rel=\"nofollow noopener\" target=\"_blank\">ir@conduent.com<\/a><\/p>\n<p>\n        <strong>Note:<\/strong> To receive RSS news feeds, visit <a href=\"https:\/\/www.globenewswire.com\/Tracker?data=RCgd9P1X6OvEX_0UGBtPQxQzTo4ccwG5YPcPONuXn-FmvEVBmjA-1i03O9L0mrz6kYpgGvBcv8OXFK0uD88YpOtTMOl29IQsh5PXQdaySMo=\" rel=\"nofollow noopener\" target=\"_blank\">www.news.conduent.com<\/a>. For open commentary, industry perspectives and views, visit <a href=\"https:\/\/www.globenewswire.com\/Tracker?data=y_A6Ux264qF6PgZ4M7lqwYsrBQ6tVCjQ-vKzGkev-IOw2qPdYtanes3tyCbami-odbweCGxlGhYz3b_H3M8wkoRbr49ojAcZvQ1_ADRLCFk=\" rel=\"nofollow noopener\" target=\"_blank\">http:\/\/twitter.com\/Conduent<\/a>, <a href=\"https:\/\/www.globenewswire.com\/Tracker?data=y_A6Ux264qF6PgZ4M7lqwQiHerzuqq3G8LVKdagQALz4-1S9aHIGm_2agHs0xUyNnYzUkKCIPHjYReYfjmKJWIYiHXKoBwso0A9Rd7bIC46aX8vWsPNrkabhaEz9XBN8nIg4Q9s4SJsFmhcbp0ja0g==\" rel=\"nofollow noopener\" target=\"_blank\">http:\/\/www.linkedin.com\/company\/conduent<\/a> or <a href=\"https:\/\/www.globenewswire.com\/Tracker?data=y_A6Ux264qF6PgZ4M7lqwU9Yqb20ltqypH1PjN1zMR_4M8PLUGM3xAITlF6QuoneGcSlQ02JxTMOMlt-_OJQ4ZaXZlwrurj5umqTh3Latv6KJEV1lfp8bQh8mW0fWwlt\" rel=\"nofollow noopener\" target=\"_blank\">http:\/\/www.facebook.com\/Conduent<\/a>.<\/p>\n<p>\n        <strong>Trademarks<\/strong><br \/>\n        <br \/>Conduent is a trademark of Conduent Incorporated in the United States and\/or other countries. Other names may be trademarks of their respective owners.<\/p>\n<p>Images\u00a0accompanying this announcement are available at:<\/p>\n<p>\n        <a href=\"https:\/\/www.globenewswire.com\/Tracker?data=muXUWQ5L71C9ObESDNtaAWSRAi4IzsFC1QJsnjOXgxhCKEeeb0qAPeydv70QW0Hx6puWg6aGpDBDWfleInL9ySoIXtepogEvPbcPpTJduoOTr1CrQZH8VIlMAvAIXwC9ZGSh9RUkFvu841Mpsal7C6A3zGk4OoX3NvogM2rbEE05x6SsilVYJdPak-3JpfhQPtLtKVIV_bCwUtDvR3o41nx8u8fv1snDvh7z3xpznX0E4kDe8L6yO7mvOqoMlvlqLWRF7yf3Xi57Va9UQp2meg==\" rel=\"nofollow noopener\" target=\"_blank\">https:\/\/www.globenewswire.com\/NewsRoom\/AttachmentNg\/191bc225-c8ef-4cc4-96ae-b68ae416235d<\/a>\n      <\/p>\n<p>\n        <a href=\"https:\/\/www.globenewswire.com\/Tracker?data=muXUWQ5L71C9ObESDNtaAWSRAi4IzsFC1QJsnjOXgxhCKEeeb0qAPeydv70QW0Hx58AYMYOdTkX0_-VlDQnnW2aox7FvRUjRTf7hRfPPCcgGWi3Fh5OmcjuYimF-EIHy9BwEHIMVdpWCMr8BhMeVotD2wsHAubqr7ZROj30e_S8U7EaEGEPmWTb6i7NsfuboUMU84TGhQyv9NGJd7VORTHWEks55N1FPXPr0GPLlmT8aVoqywZPokzpV_ZBXAh0iQ93sCDXHiTBzaB7DjV6brQ==\" rel=\"nofollow noopener\" target=\"_blank\">https:\/\/www.globenewswire.com\/NewsRoom\/AttachmentNg\/8a0fed11-e563-4da0-b83f-18ca3eb779dd<\/a>\n      <\/p>\n<\/p>\n<p>      <img decoding=\"async\" class=\"__GNW8366DE3E__IMG\" src=\"https:\/\/www.globenewswire.com\/newsroom\/ti?nf=ODY1OTE0OSM1MTg4MDMxIzIwOTYxOTk=\" \/><br \/>\n      <br \/>\n      <img decoding=\"async\" src=\"https:\/\/ml.globenewswire.com\/media\/ZWI5ZDFhYTctNjVkMS00ZjhjLWExNTAtMGE0NmQ3MDA1Nzg2LTExMDc3NzA=\/tiny\/Conduent-Business-Services-LLC.png\" \/>\n    <\/div>\n<div class=\"mw_contactinfo\"><\/div>\n","protected":false},"excerpt":{"rendered":"<p>Brands can improve consumer experience by leveraging personalization and empathy from agents in digital interactions FLORHAM PARK, N.J., Oct. 05, 2022 (GLOBE NEWSWIRE) &#8212; In recognition of this year\u2019s Customer Service Week, Conduent Incorporated (Nasdaq: CNDT), a global technology-led business process solutions company, released its 2022 State of Consumer Experience Report. According to the report, 24% of consumers are willing to end association with a brand after just one bad experience. The positive impact of customer service is also real with 22% of consumers willing to spend more because of a good experience. \u201cOutstanding customer service is critical to the overall consumer experience and a key factor in building consumer relationships, growing revenue and differentiating brands from their competitors,\u201d said &hellip; <\/p>\n<p class=\"link-more\"><a href=\"https:\/\/www.marketnewsdesk.com\/index.php\/conduent-survey-finds-even-digital-channels-need-a-human-touch\/\" class=\"more-link\">Continue reading<span class=\"screen-reader-text\"> &#8220;Conduent Survey Finds Even Digital Channels Need a Human Touch&#8221;<\/span><\/a><\/p>\n","protected":false},"author":2,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[],"tags":[],"class_list":["post-692399","post","type-post","status-publish","format-standard","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Conduent Survey Finds Even Digital Channels Need a Human Touch - Market Newsdesk<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.marketnewsdesk.com\/index.php\/conduent-survey-finds-even-digital-channels-need-a-human-touch\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Conduent Survey Finds Even Digital Channels Need a Human Touch - Market Newsdesk\" \/>\n<meta property=\"og:description\" content=\"Brands can improve consumer experience by leveraging personalization and empathy from agents in digital interactions FLORHAM PARK, N.J., Oct. 05, 2022 (GLOBE NEWSWIRE) &#8212; In recognition of this year\u2019s Customer Service Week, Conduent Incorporated (Nasdaq: CNDT), a global technology-led business process solutions company, released its 2022 State of Consumer Experience Report. According to the report, 24% of consumers are willing to end association with a brand after just one bad experience. The positive impact of customer service is also real with 22% of consumers willing to spend more because of a good experience. \u201cOutstanding customer service is critical to the overall consumer experience and a key factor in building consumer relationships, growing revenue and differentiating brands from their competitors,\u201d said &hellip; Continue reading &quot;Conduent Survey Finds Even Digital Channels Need a Human Touch&quot;\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.marketnewsdesk.com\/index.php\/conduent-survey-finds-even-digital-channels-need-a-human-touch\/\" \/>\n<meta property=\"og:site_name\" content=\"Market Newsdesk\" \/>\n<meta property=\"article:published_time\" content=\"2022-10-05T13:01:26+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.globenewswire.com\/newsroom\/ti?nf=ODY1OTE0OSM1MTg4MDMxIzIwOTYxOTk=\" \/>\n<meta name=\"author\" content=\"Newsdesk\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Newsdesk\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"4 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/conduent-survey-finds-even-digital-channels-need-a-human-touch\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/conduent-survey-finds-even-digital-channels-need-a-human-touch\\\/\"},\"author\":{\"name\":\"Newsdesk\",\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/#\\\/schema\\\/person\\\/482f27a394d4fda80ecb5499e519d979\"},\"headline\":\"Conduent Survey Finds Even Digital Channels Need a Human Touch\",\"datePublished\":\"2022-10-05T13:01:26+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/conduent-survey-finds-even-digital-channels-need-a-human-touch\\\/\"},\"wordCount\":744,\"image\":{\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/conduent-survey-finds-even-digital-channels-need-a-human-touch\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.globenewswire.com\\\/newsroom\\\/ti?nf=ODY1OTE0OSM1MTg4MDMxIzIwOTYxOTk=\",\"inLanguage\":\"en-US\"},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/conduent-survey-finds-even-digital-channels-need-a-human-touch\\\/\",\"url\":\"https:\\\/\\\/www.marketnewsdesk.com\\\/index.php\\\/conduent-survey-finds-even-digital-channels-need-a-human-touch\\\/\",\"name\":\"Conduent Survey Finds Even Digital Channels Need a Human Touch - 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Market Newsdesk","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.marketnewsdesk.com\/index.php\/conduent-survey-finds-even-digital-channels-need-a-human-touch\/","og_locale":"en_US","og_type":"article","og_title":"Conduent Survey Finds Even Digital Channels Need a Human Touch - Market Newsdesk","og_description":"Brands can improve consumer experience by leveraging personalization and empathy from agents in digital interactions FLORHAM PARK, N.J., Oct. 05, 2022 (GLOBE NEWSWIRE) &#8212; In recognition of this year\u2019s Customer Service Week, Conduent Incorporated (Nasdaq: CNDT), a global technology-led business process solutions company, released its 2022 State of Consumer Experience Report. According to the report, 24% of consumers are willing to end association with a brand after just one bad experience. The positive impact of customer service is also real with 22% of consumers willing to spend more because of a good experience. \u201cOutstanding customer service is critical to the overall consumer experience and a key factor in building consumer relationships, growing revenue and differentiating brands from their competitors,\u201d said &hellip; Continue reading \"Conduent Survey Finds Even Digital Channels Need a Human Touch\"","og_url":"https:\/\/www.marketnewsdesk.com\/index.php\/conduent-survey-finds-even-digital-channels-need-a-human-touch\/","og_site_name":"Market Newsdesk","article_published_time":"2022-10-05T13:01:26+00:00","og_image":[{"url":"https:\/\/www.globenewswire.com\/newsroom\/ti?nf=ODY1OTE0OSM1MTg4MDMxIzIwOTYxOTk=","type":"","width":"","height":""}],"author":"Newsdesk","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Newsdesk","Est. reading time":"4 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.marketnewsdesk.com\/index.php\/conduent-survey-finds-even-digital-channels-need-a-human-touch\/#article","isPartOf":{"@id":"https:\/\/www.marketnewsdesk.com\/index.php\/conduent-survey-finds-even-digital-channels-need-a-human-touch\/"},"author":{"name":"Newsdesk","@id":"https:\/\/www.marketnewsdesk.com\/#\/schema\/person\/482f27a394d4fda80ecb5499e519d979"},"headline":"Conduent Survey Finds Even Digital Channels Need a Human Touch","datePublished":"2022-10-05T13:01:26+00:00","mainEntityOfPage":{"@id":"https:\/\/www.marketnewsdesk.com\/index.php\/conduent-survey-finds-even-digital-channels-need-a-human-touch\/"},"wordCount":744,"image":{"@id":"https:\/\/www.marketnewsdesk.com\/index.php\/conduent-survey-finds-even-digital-channels-need-a-human-touch\/#primaryimage"},"thumbnailUrl":"https:\/\/www.globenewswire.com\/newsroom\/ti?nf=ODY1OTE0OSM1MTg4MDMxIzIwOTYxOTk=","inLanguage":"en-US"},{"@type":"WebPage","@id":"https:\/\/www.marketnewsdesk.com\/index.php\/conduent-survey-finds-even-digital-channels-need-a-human-touch\/","url":"https:\/\/www.marketnewsdesk.com\/index.php\/conduent-survey-finds-even-digital-channels-need-a-human-touch\/","name":"Conduent Survey Finds Even Digital Channels Need a Human Touch - 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