No one has been left untouched by COVID-19. The test we’ve been faced with is unimaginable. Regardless of how well prepared we have been with contingency plans built out of past catastrophes – tsunamis, volcanos, earthquakes, hurricanes, fire – nothing could have prepared us to the point where we would have considered all 40,000 workstations and 50,000 employees having to work at home.
Forward-thinking business leaders understand that exceptional CX is about continuously seeking better ways to use technology, data, and operations. Well, today, a question for many consumers is, “Why can’t I message this company in addition to calling or sending an email?”
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.
Does your business need a call centre or a contact centre? Although these terms are often used interchangeably, there are key differences between these common business communication models. Understanding the difference between a call centre and contact centre, and how they apply to your business needs, is a critical first step to building an efficient, differentiated customer experience that drives loyalty and customer satisfaction.
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:
Customer centricity is an elusive goal. Most companies want to be more customer centric, but enacting the vision is a challenge.
There are a number of things a business can do to become truly customer centric. First and foremost, it needs to decide to become a Customer Experience Brand –to see the customer experience as central to differentiation and creating competitive advantage.
Organisations have realised the amazing benefits of providing customer-centric cultures that create moments of ‘wow’ for every step of the customer journey. But along the way, have we forgotten about the employee experience?