When the pandemic forced a seemingly overnight exodus from in-person to online, consumers and businesses were thrust five years forward in digital adoption. Contactless consumers spent more time online and their eCommerce spending surged. As businesses tried to adjust to a new, digitally prominent reality, they exposed gaps in their technology and service channels, operational weakness, policy shortcomings, and insufficient staff skillsets.
To better understand today’s landscape and how to find CX inertia amidst changing customer behaviour, this guide will show the three leading CX thought leaders, consultants, and analysts. We’ll explore the transformed contact centre’s opportunity for enabling tomorrow’s customer journeys.