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The Importance of Support in CX Marketing

  • Marketing Engagement Summit
  • Nico Beukes, Graham Johnston, Yext, Asda

By 2022, 85% of customer service interactions will start with self-serve, up from 48% in 2019. However, it is estimated that $75B annually is wasted on poor customer experiences. With 73% of customers preferring to use a website to seek customer support, and an estimated 40% of live customer service calls being able to be resolved digitally, a superior Support Search offers enormous potential.

Join Yext’s Nico Beukes, SVP Northern Europe in conversation with Graham Johnston, Senior Director, Omnichannel Customer Support Asda on a variety of topics, including:

• The growing need to scale customer support solutions
• How customer support influences purchase decisions and long-term brand loyalty
• Asda’s approach to customer experience and how that's intertwined with its support channels

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