2020 was a time of change based on great necessity. However, it also fuelled innovation and mobility. Strategies were turned over in a matter of days or weeks rather than being tied to monthly or annual plans.
According to Precisely, almost 90% of organisations have updated their Customer Experience (CX) strategies in response to the pandemic. Shifting to new models in real-time requires a foundation: business agility. In an increasingly hyper-connected world, consumers are demanding 24/7 multi-channel support and greater intimacy with brands.
Trust, visibility, and immediacy are key in a touchless environment.
Integrating flexibility into your overall CX strategies will enable your business to keep up with the pace of change. In 2021, Contact Centres have continued to evolve into true Experience Hubs as more effective methods of contact have been embraced to match fast-changing consumer behaviours and new technologies.
Understanding trends help companies anticipate. So, what can you do today to lead the CX transformation in 2021 and beyond?