2020 Customer Expectations Report

Get the latest trends and insights from customers about customer service.

Goodbye tickets. Hello radically personal service.

Today’s customers expect personalized service that makes them feel unique. See what that means across the consumer experience in our Customer Expectations Report.

Get your copy of the report to learn

  • Why people want you to know them by name, location, and purchase history
  • Which channels Gen Z and millennials use most, broken out by generation
  • Ways personal service positively influences customers’ spending habits

A sneak peek of what’s inside

From consumer expectations to current experiences, discover new data and trends to help you make customers feel more connected to your brand.

Explore insights like

  • 79% say a personalized experience is more important than personalized marketing
  • 86% expect you to know them as they switch from channel to channel
  • 77% will recommend a brand that offers personal service to friends and family
  • 32% expect a 1–2 minute SMS response time
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