Northridge：2015年消费体验状况调查报告（英文版）

Northridge：2015年消费体验状况调查报告（State of Customer Service Experience 2015）With communication platforms more fragmented than ever, many companies are struggling to deliver a consistent and seamless customer service experience across channels. In the State of Customer Service Experience 2015 report, The Northridge Group finds that each customer service channel has its purpose, butthe biggest expectation gap lies in social media, despite its promises of speed and engagement. Based on a survey of more th