All articles
|The Bar for Digital CX Will Rise but so Will the Ability to Reach it.

The Bar for Digital CX Will Rise but so Will the Ability to Reach it.

However, now that the smoke is clearing, the landscape has changed beyond recognition. Consumers have moved into digital channels and now they’ve experienced the benefits of a technology-driven customer experience, they’re not going back.

    Share on
self-service option
by Sitel staff May 7, 2021 - 1 MIN READ

Digital-by-default organizations plus those with the necessary agility and foresight to pivot in line with the disruption generated by the pandemic have stolen a march, even on the most established brands.

These companies may have shown the route to reconnecting with consumers, but, in the scramble to realign with customer expectations, organizations run the risk of simply embracing technology for technology’s sake, rather than first trying to understand how the definition of CX has changed over the past 12 months. Only then can brands truly leverage technology to deliver digital solutions, rather than simply adding online bells and whistles to an existing approach.

The events of 2020 may have set a new benchmark for the delivery of CX – particularly in digital channels – but the good news is that from self-service and chatbots to online chat and messaging,  there has never been a greater choice of individual tools or holistic solutions for closing the gap between brand promise and customer expectation. However, unless organizations start with a clarity of purpose, they will always be running to make up the distance.

In this not-so-typical webinar, CX experts Simon Hunt and James Bednar will debate various approaches that real companies are taking to their customer experience strategies. Join this lively discussion to hear differing viewpoints on both traditional and innovative implementations around the globe.

Recent posts

Conversation at HeART in Athens, Greece: The Past Becomes the Present

Our next piece of art in our Conversation at HeART series is in the heart of Athens, Greece – home…

Read on

John Lewis Partnership: Driving Customer Loyalty with a Best-Loved Brand

In our latest Sitel Group® EmpowerCX NOW Spotlight Series webinar, we were joined by best-loved brand John Lewis Partnership to…

Read on

Get Closer to Your Customers with Digital Customer Experiences 

Round-the-clock support, customer self-service, chatbots, live chat and a website designed to maximize the user experience. These services, channels and…

Read on

CX Appeal: What is the Role of Customer Experience in Purchasing Decisions?

In a post-pandemic world, how is customer experience influencing consumer purchasing decisions? How can you build an effective customer experience…

Read on