Try as we might to plan for the unexpected, it is doubtful that any organisation planned for the epidemic we are all experiencing today. COVID-19 is taking over daily life for people and businesses around the world. Its full impact is not yet known, nor do we know how long it will take to overcome the health and safety challenges it poses to our communities.
Raise your hand if this describes your firm: Everyone wants to be innovative, but not everyone wants to change. Consider automation. Employees understand the benefits of automation and bots but research shows many employees also fear being replaced by technology.
Offering an outstanding end-to-end customer experience—including everything from marketing to packaging to product design to support to cross-sales—takes work, and investment. But the investment is worthwhile.
Is it costly to deliver an outstanding customer experience? Of course it is.
But perhaps the more important questions is, what is the cost of delivering a subpar customer experience?
It’s an incredibly disruptive time for the automotive sector in Europe. Right now, digital adoption, ride-sharing apps, and emission regulations are just a few factors that are reshaping a century old industry.
If we examine the space further, you’ll see that success in 2020 is not only about identifying the disruptors but knowing how to act on them as well:
Today’s customers are fast. The rise of messaging apps and smart phones have enabled them to reach whomever they want, wherever they want, whenever they want. That’s why your contact center associates need to be faster and better prepared to handle increasing demands while delivering superior service.
The UK and the US have always inspired each other ‘across the pond’. One of the biggest imports over the years has been Black Friday. Kicking off in stores 29th November this year, with many sales the week before and after, Black Friday deals have transformed holiday season retail in the UK.
What does the future hold for customer service in 2020? According to a recent study, a majority of customer service experts in Europe predict that by next year, experience will overtake price and product as a key differentiator. But how do organisations get there?