Nearly six in ten CEOs (57%) expect social media to become a dominant method of engaging with customers over the next five years, more than triple the 16% who say social media is now a top way to engage customers, according to a study by IBM.
Among the CEOs surveyed, face-to-face interaction via sales and other organizational representatives (80%) is now the most dominant method of engaging with customers.
However, CEOs expect customer interaction via social media over the next five years to surpass websites (55%), channel partners (38%), and call centers (31%) to become the second most popular way to interact with customers.
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