Spotlight Story

Customer Communication Preferences in IDC Market Survey Highlight Need for Multichannel Solutions

HGS sponsored a market spotlight summarizing the results of a US-based IDC survey of Customer Communication Preferences.  This web-based survey questioned respondents over the age of 18 from various socio-economic backgrounds about customer experience preferences such as:

  • Ease of use or simplicity of process
  • Cost
  • Friendly interactions
  • Speed
  • Unique features of customer interaction

An evaluation of responses show consumer communication preferences are changing dramatically, in part due to the broad variety of channels now available with which to communicate and increasing expectations for customer care interactions that are simple and require little effort. This is pushing companies to better understand the customer journey, find missed opportunities for customer engagement, and create a unified strategy for communication across channels. There is also an opportunity for greater personalization of communication with customers by understanding demographic differences in preferences.

WHO WILL BENEFIT FROM THIS REPORT?: This report is meant for anyone seeking to transform customer experience by optimizing interactions in an effort to create competitive differentiation.  The report provides an expert perspective on consumer preferences in the current market scenario. HGS has sponsored this report which clearly demonstrates the imperative for a Unified Customer Engagement Strategy. This report provides valuable data points on consumer behavior and mindset preference that should be considered when creating consumer engagement solutions that cut across channels. 

About HGS
HGS is a leader in optimizing the customer experience and helping our clients to become more competitive.  HGS provides a full suite of business process management services from marketing and digital enablement services, consumer interaction services to platform enabling back office business services. By applying analytics and interaction transformation design to deliver innovation and thought leadership, HGS increases revenue, improves operating efficiency and helps to retain valuable customers. HGS expertise spans the telecommunications and media, healthcare, insurance, banking, consumer electronics and technology, retail, consumer packaged goods industries, as well as the public sector. HGS operates on a global landscape with 28,000 employees in 60 worldwide locations delivering localized solutions. HGS, part of the multi-billion dollar Hinduja Group, has over four decades of experience working with some of the world's most recognized brands.