81% think organisations should always offer

different channels to meet their needs

Source: Chat, tap, talk: eight key trends to transform your digital customer experience. Digital customer 2017 research, BT, Cisco, and Davies Hickman Partners, 2017. British Telecommunications plc 2017

Digital customer journeys

58% say they get a

quicker response with chat than by

e-mailing or calling

Messaging mania

Chatbot wonder

80% are open to using chatbots for quick and simple queries

70% want to transfer

a chat from social media to phone without dialling

Social media momentum

Seeing is believing

Chat, tap, talk: eight key trends to transform your

digital customer experience

42% will use YouTube over Google to

research a product or service

(32% in 2015)

Phone boosts digital service levels

81% say a phone number should be on every web-page or App

Simple security

68% say they would

have bought more if payments were

more secure

One-step ahead service

78% like it when

organisations notice they need help

and contact them directly

www.bt.com/ChatTapTalk