If 2020 taught us anything, it's that businesses must be able to adapt quickly, efficiently, and smartly - and that customers still expect seamless, omnichannel experiences even during the most chaotic and uncertain times.
Every brand wants to offer great customer experience (CX) but, in an increasingly digital world, leaders too often assume technology alone is the key to true transformation. While technology plays a critical role, it’s striking the right balance between human experience (HX) and digital experience (DX) that will yield optimal customer journeys.
At a time when customers want great experiences at an increasingly faster pace, automation plays a crucial role in helping brands deliver.
Customers live on their phones, but not in the same ways they used to. Prior to COVID-19, chat and messaging capabilities catered to users always on the go, then it played a vital role in servicing those who were mostly homebound and needed essential services from groceries to healthcare.
The pandemic accelerated digital adoption of messaging, web and cloud at light speed, and in doing so contact centres have been at the front-line of large volumes of people in need for support, comfort and information.
As brands strive to offer optimal employee experiences, which in turn lead to better customer experiences, automation is one of the most valuable weapons in their arsenal.
In a year of change; Black Friday will likely be no different. Organisations are redefining a holiday event as customers further gravitating towards online shopping. These brands need to adapt this Black Friday to differentiate themselves, grow revenue and increase customer loyalty.