Autonomous Customers: trending from internet self-service to social media, web-chat and Apps?

The 2013 version of the Autonomous Customer research, we complete for Avaya and BT Global Services has exposed a decline in the numbers of consumers going direct to an organisation’s website for customer contact. This is a surprising finding given the strategies of...

Autonomous Customer

We’ve recently completed some independent consumer research into multi-channel with a representative sample of 500 online consumers in the US and 500 in the UK. The theme of the results is the ‘Autonomous Customer’, a new trend in consumer behaviour...