Let’s face it – the customer experience that most organisations have been delivering in recent months has taken a hit. Scrambling to move contact centre agents to a work-from-home environment, set up technology, and develop answers to the most recent FAQ’s on the fly have all impacted your customers’ perception of your brand.
This first-of-its-kind research study and best practices document, addresses these mission-critical topics to help you rebound, and turn these challenging times into an opportunity to drive increased loyalty:
- How the pandemic has affected customer experience
- The effect of technology on customer experience
- Omnichannel and customer experience
- CX benchmarking and understanding the customer
- Future strategies for CX
- And more…
The guide also includes many insightful results of primary research on CX trends by industry, company size, channel and more. Frankly, every organisation that values the ‘voice-of-their-brand’ should download their copy of this guide now!