People are suffering greatly during the pandemic, under many layers of pressure. The new norm is empathy and genuine concern over the issues facing people during this crisis. Consumers are now looking for companies to be a lifeline and to provide flexible, feeling interactions. In order to thrive now and after the pandemic, a relentless focus on the customer experience is required.
Those who made strides in CX during 2020 worked to discover what really matters to their customers, looked for ways to improve important experiences, and focused on tasks with the biggest potential upside for customers as well as their businesses. They then trained their employees and gave them the tools they needed to deliver a great experience consistently.
According to the Forrester’s Guide, these efforts will continue to bear fruit as 25% of brands achieve statistically significant advances in customer experience quality while actually cutting their CX technology spend. How is this possible?
- Smart businesses will look to have one voice-of-the-customer program rather than many, consolidating CX tools and technologies and to save big money.
- A new focus on the value of technologies remaining, coupled with strategic efforts to improve CX, will enable companies to better deal with the forced evolution caused by the pandemic.
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