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