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Research

➢ 80% of consumers increased the use of digital customer service amid COVID-19.

➢ Millennials and Gen Z consumers led the trend with 92% and 87% of respondents increasing their use of digital customer service, respectively. They were followed by Gen X at 79% and Boomers at 69%.

➢ Chatbots rank at the bottom among digital service options, with 57% of consumers finding themselves frustrated with inconsistent answers across chatbot and human-assisted service.

(Source: eGain)

Quotable

“It’s hard to believe how little some have learned over the last many decades of a dynamically changing communications industry. Take, for example, the cable industry, where many companies have compensated for lost video subscribers through their added broadband subscriptions, and in some cases, their OTT offerings or other intellectual property that maintains strong, existing brands… the answer to leveling the playing field with unregulated, high-tech companies is not to start subjecting the latter to more regulations… but to eliminate rules that are hampering legacy providers.”

– FCC commish Michael O’Rielly at a virtual Media Institute luncheon

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