The Shift to Human Experience

Consumer Interaction Preferences and Challenges for Industries in Australia and New Zealand

To determine the state of customer interaction preferences and trends across Australia and New Zealand, analyst firm, Telsyte, conducted an extensive study surveying more than 1000 people from students to retirees.

Topics included how different industries performed with customer service, what emerging channels consumers are using and the business imperative of maintaining high satisfaction.

The report reveals key insights that highlight the importance of knowing your customer and providing the right customer experience, with one third of people surveyed prepared to walk away from an organisation following poor customer service.

Download the report to learn:

  • The value consumers place on the human touch
  • The impact of a poor customer experience
  • Emerging channels and the importance in future planning
  • Interaction patterns, and expectations
  • A deeper insight into both generational and industry preferences
Telsyte genesys customerscalling report wp 3d anz

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