Despite having huge data and insights into consumer desires and preferences, companies are still facing problems due to rising churn or switching rates among their customers. According to a recent study, it was found that 75% of customers are now using one or more online channels when researching about companies' products and services and 33% use mobile devices to access these online channels.

To know more about customer experiences, visit Remy Claret (Product Marketing Director at Genesys)'s, link http://blog.genesys.com/blog/2014/04/14/can-customer-experience-overcome-switching-economy/