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.
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.