This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

Research Report

Evolving Customer Channel Preferences

This report is for members only

Ask about TSIA membership to access.

Already a TSIA Member? Sign In.

We are living in a digital world. We are spending more time texting, Tweeting, Instagramming, and using WhatsApp than we do on traditional phone calls. These new digital interaction channels are quick, easy, and convenient. So why do we not offer a way for customers to interact with us using these channels?

TSIA’s fifth annual Channel Preference Study is complete, and not surprisingly, digital chat channels are rising in popularity. And while this phenomenon is particularly true of younger customers, the preference for digital channels is extending across age demographics and geographies. In this report, TSIA outlines the findings of the 2020 Channel Preference Quick Poll and provides recommendations for how these findings should be influencing your channel options for customers, for both service and sales.

Authored By:

John Ragsdale

Distinguished Vice President, Technology Research, TSIA

Omar Fdawi

Senior Research Associate, Enterprise Technology Research, TSIA

Publish Date: March 6, 2020

TSIA is well worth the investment. This is the one place where you can come and get a fusion of ideas that you can then marry up to the goals and objectives of your organization and boil that down into several actionable plans that you can implement over the next 6 months to a year.

Peg Rodarmel, SVP, Subscription Services, Infor

Experience Our Community

Our thriving community of 40,000 technology and services leaders rely on TSIA insights every day.