KUALA LUMPUR, Aug 3 -- Sabio Group has unveiled findings of its latest market survey, highlighting how the COVID crisis led to a period of pivotal change for businesses, employees and consumers.
Driven by necessity, businesses condensed technology transformations from years to weeks and consumers switched to new, faster and more efficient, channels of engagement.
Covering actions and responses at the start of the crisis to opinions and direction in the present, the report offers insight from some of Europe’s leading businesses on the new path that CX leaders are taking.
Among others, key findings revealed threat of survival collectively shocked organisations into action-oriented mindset; Business Continuity Planning did not encompass a crisis of this magnitude or speed; move to online channels was huge, encompassing all age groups and channels; and, changing perceptions of home working as a long-term viable option.
According to a statement, as a result of the pandemic, undue caution has been replaced with a powerful can-do attitude. The recent distance travelled in becoming a digital first business has rejuvenated belief in that outcome.
CX Realities 2020: The story of COVID-19 and how customer service responded is based on in-depth phone interviews and online survey responses from countries including the UK, Spain, France and Singapore.
Through its own technology and that of technology leaders including Avaya, Genesys, Verint, Twilio and Google, Sabio Group helps to optimise customer journeys by making better decisions across multiple contact channels.
-- BERNAMA
No comments:
Post a Comment