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  "documentTitle": "Embracing the Loyalty Equation",
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      "text": "This may be why 30.1% of our Life Trends survey respondents use both in-person and digital channels to interact with their telco providers, with 10.6% of them saying they have been gradually increasing their visits to telco retail locations for in-person advice.",
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      "text": "Consumers frustrated by lack of consistent service across telcos' contact channels: 70%",
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      "text": "Consumer expectations continue to rise, driving demand for heightened levels of personalization, one-click self-service and simplification across all touch points. Most B2C enterprises are already offering these features, and telcos are similarly investing in them. But their solutions seem to fall short in the following areas.",
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      "text": "Consumers want to be seen as special and valuable. In our study, 74% of consumers identify the lack of personalized support as a potential source of frustration with customer service. True personalization requires a comprehensive understanding of the customer context to provide a seamless experience across all the services they use. But overall experience across digital and physical platforms remains fragmented: 70% of consumers remain frustrated by the lack of consistent service across telcos’ contact channels and 48% are unhappy with having to repeat or restart interactions each time they use a new channel.",
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      "text": "Stan, 46, in reply to our survey question, “In which areas do you expect brands to offer more innovative or quicker solutions?”",
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      "text": "Today’s consumers expect immediate responses and faster problem resolution. Our study found that 55% of broadband consumers cite lack of responsive customer support as a major frustration point, and technical issues with online support platforms are not far behind at 47%. When customers have to chase inconsistent solutions and navigate through layers of automated menus that do not address their particular concern, the systems miss the mark of “human-like” automation.",
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      "text": "\"I look for shortcuts in every area that I can. Anything that I can do to speed up my life, help make things go faster, better and be more accurate.\" — Stan, 46, in reply to Life Trends survey question",
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