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| The future of customer loyalty |
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| Traditionally, consumers have been loyal only to a small number of companies that they know and trust. Their relationships with those companies could also be counted on to be stable. The pandemic has upended this stability by introducing new considerations for consumers when engaging with companies. These changes present both opportunities and risks for companies to gain or lose customers. |
| This research report, based on surveys of CX professionals and consumers, explores the changing dynamics of consumer loyalty and their implications on the role of customer service, the contact center, and agents. |
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