Apple has been forced to delay the launch of their latest iPhone because there is a global shortage of silicon chips - the most basic building block for any modern electronic device. Delays to new phones and computers might be the expected outcome from a crisis in supplying chips, but what about cars?
At a time when customers want great experiences at an increasingly faster pace, automation plays a crucial role in helping brands deliver.
When Burgoyne Hughes, senior manager of call centre operations at GE Healthcare, says his team helps people in “moments that matter,” he means it. Agents field calls from doctors, nurses and other medical professionals who need equipment – often, life-saving devices – serviced, and they need help and information quickly.
Optimisation of customer experience architecture has been a priority for companies in 2020 given the effect the year has had on buying habits, customer needs and workforce logistics. Personalisation, automation at scale and cross-channel integration have never been more important. But with the myriad tools, processes and systems available, making effective structural changes to your CX stack can be a daunting proposition.
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.
There’s no overstating the importance of having high-quality contact centres. These centres are often where customers interact with a brand more directly, and their experiences can bring swift consequences: positive experiences can lead to sales and repeat business, while negative ones can turn customers off a brand for good.
Diversity and inclusivity conversations are no longer taboo workplace topics. Given the social justice events and topics making headlines around the world, avoiding them is no longer an option.
In today’s uncertain economic environment, customer experience and customer service have become critical topics. But while these terms are often used interchangeably, there are crucial differences between them.
The Covid-19 pandemic dramatically changed consumer behaviour. Many were forced to try e-commerce for the first time as non-essential retailers were all closed by the various lockdowns. As we return to relative normality there will be a stronger focus than ever on the retail industry giving customers what they want - online or in-store.
Society, technology and geography are critical factors that often shape a person's career decisions. 2020 expedited these factors, especially in the open talent economy.