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.
The art of attracting and keeping customers is a balancing act, and the pandemic was an anvil thrown onto the scale. The brands that survived the shift in everyday life knew how to not only bring in new customers, but nourish the relationship with empathy and personalisation.
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.
When we last touched base on 31st Dec. 2020, the UK ended its transition period from the EU, closing one chapter of Brexit and opening another.
Doing business in 2021 requires nimbleness, adaptability and above all else compassion. But removing customer effort and eliminating workplace complexity is impossible without strategic digital transformation. With digital transformation a top priority for both private and public sector, a unique blend of humanity and technology is needed to serve the public with an effortless digital-first approach.
Businesses in Europe have an opportunity—and a challenge—in 2021 to adapt to an increasingly digitised world and ensure that their customer relationships outlast the coronavirus pandemic. Get ready to hit the reset button on customer innovation and reshape the employee experience.