The world looks very different than it did at the start of 2020. This year’s events have dramatically increased the speed of digital transformation as throngs of customers transition for the first time to engaging in activities, such as shopping and banking, on-line rather than in person. Companies, too, are undergoing a transformation as they adapt to the necessity of introducing a digital-first approach to customer service.
Although so much of our environment is in flux, the mission of customer service teams remains steady. Organizations need to do more with less to support customers who are expecting more than ever.
Join us as we discuss emerging data and trends based on surveys that reveal how more than 500 global decision makers responsible for customer experience, engagement, and service gauge their companies’ digital maturity. Three significant trends we will be exploring include: