2020 Average Handle Time Customer Base Customer Centricity 
Kustomer
SEPTEMBER 29, 2020
While at times 2020 can feel like a real-life “Black Mirror” episode, it did force many CX teams to transform at lightspeed, re-evaluating how they got their work done and what a successful customer service interaction looked like. Customers Want You to Show Them They’re Valued. 2020 has never made that more apparent.
Oracle
OCTOBER 1, 2019
No longer can brands rely on a single channel for customer service; shoppers want to communicate whenever and however they choose. Gartner research found that 25% of customer service operations will use virtual customer assistants by 2020. Frictionless experience. That’s a frictionless experience.
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