Self-Service Technology is Improving: COPC Inc. and Execs In The Know

Considerably less surprising, COPC Inc. and Execs In the Know found the strongest driver of customer satisfaction with service experiences is issue resolution. Other unsurprising results: people grow less satisfied as it takes more contacts to resolve an issue, and human-assisted interactions have a higher resolution rate than unassisted interactions. The good news: self-service methods are getting better at resolution and satisfaction with self-service has increased from 40% in 2018 to 60% in 2020.

Two new CISCO reports reveal global concern about remote work security CISCO’s surveys the Future of Secure Remote Work Report of 3,000 IT executives and second annual Consumer Privacy Survey of 2,600 consumers, highlight challenges of remote work during the pandemic. The first reports 85% of companies say cybersecurity is extremely important; the second found 60% of users are concerned about the privacy of remote connection tools.

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It’s no longer news that the pandemic has accelerated digital transformation, but it’s still interesting to see just how much. AppDirect found 69% of B2B marketers had accelerated digital plans or launched new projects, while 89% of CIOs told Dynatrace that digital transformation has sped up.

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T-Mobile will allow advertisers to target more than 20,000 screens in 11,000 store locations. That’s a lot of screens, but how much foot traffic does the average T-Mobile store get? It’s also linking up with streaming media company Plex as a CTV partner.

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Self-Service Technology is Improving: COPC Inc. and Execs In The Know

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