When uncertainty struck, customer experience operations had to repurpose themselves to handle higher volumes of messaging interactions across multiple platforms, accelerate their use of automation in the channel and recruit the right kind of talent to fit modern customer expectations. In a world where consumers already were already living on their phones, these moments of crisis made digital connections more necessary than ever.
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4 Strategies Needed to Create a Winning Digital Transformation
Digital transformation is more than technology. It’s the people, leadership and experiences that drive innovation and amazing experiences in an organisation. These factors act as the building blocks to a successful digital journey.
5 Key Digital Transformation Steps for CX Leaders
The COVID-19 pandemic put digital transformation into hyperdrive, utilising technology to connect people, work and recreation in a transformed world.
The Race to Reshore: 4 Predictions on the Companies that Will Come Last
The decision for any business to reshore their operations is often prompted by changes in cost factors and other circumstances. In the wake of COVID-19 and lingering uncertainties, reshoring one’s customer service operation seems logical, but is it that easy, and is it sustainable?
Omnichannel Data is the key to a Successful Omnichannel Strategy
This was originally posted as an article in the Customer Strategist Journal.
To read the latest issue click here.
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