In recent years, companies have been noticing a meaningful shift in how customers reach out to get a question or problem resolved. While telephone used to be king, organizations from every industry are noticing customers are increasingly choosing digital channels to contact them when they have an issue. Whether customers contact a company through email …
About Katherine Drom
Director of Research Services
A more than seven year veteran of helping clients create an extraordinary customer experience, Katie values most sound survey methodology, data management and analytics in directing clients on how to improve the customer experience.