We’re delighted to share our new research report ‘Communication Calibration’ which captures the realities and expectations of 2000 UK consumers relating to their communication experiences with today’s organisations.
Such data is important. Second-guessing how consumers and citizens wish to be treated is a fast-track to problems further down the line.
The temptation may be to shift priorities and explore new technologies – to keep up with the digital disruptors - but our survey results show a preference for real balance when it comes to delivering great service. And it is great service – coupled with message efficiency – that will boost
the bottom-line.
The report covers many critical areas, from channel-choice, security and trust, use of AI, digital vs physical communications, sustainability and a great deal more.
We launched the report at our annual conference, Beyond Compliance: Elevating Customer Communications in Regulated Sectors, where futurist Tom Cheesewright and our own Ian Allan, discussed the findings and how they impact today and tomorrow's brands and their customer communications. Nadine Dereza moderated questions from the floor, ranging from the impact AI is having on contact centres and how to balance cost with channel choice. See more about the event.
