The most successful organizations
treat care as a strategic advantage
They build purpose-driven care missions into their operational DNA and show up meaningfully throughout the customer journey.
Stand-out care makes a big impact
RETENTION
51% higher retention rates in customer-obsessed organizations
Forrester
CUSTOMER SPEND
3 in 4 consumers will spend more with those that provide a good customer experience
Zendesk
BRAND APPEAL
85% of customers are willing to go out of their way for a company that has better service
Hyken
But we know the landscape is rapidly changing
AI SOLUTIONS
73% of CS organizations will have implemented agent assist solutions by the end of 2025
Gartner
OWNED CHANNELS
Only 22% of customers resolve their issues entirely using first-party company channels
Gartner
THIRD-PARTY
More than half of all customer service journeys now begin on third-party platforms
Gartner
What does this mean for the future of RCC?
To find out, we examined 10 competitors setting the gold standard in customer care
These include direct and indirect organizations across a variety of industries
And organized the findings by
phases of the customer lifecycle
Discovery
Troubleshooting
Set-up
Purchase