At this time of year, many organizations are looking to set teams, products, and management up for customer contact success in the months to come. Q2 analyses have just about wrapped up, and many organizations are looking to make Q3 the launching pad for a nothing-shy-of-excellent finish to 2023. However, meeting all the goals, benchmarks, and expectations that were set in January might not be done as succinctly as once hoped.
Over the past six months alone, there have been shifts in the tools, technologies and customer service techniques that once were essential to getting organizations through COVID uncertainty, financial downturns and increased customer demand across all industries. The CX landscape has changed yet again, and where customers were looking for everything digital, immediate and personalized, some are now looking for more substantial signs of customer care beyond chatbots, data analytics and automation. Others still are going full-force into the world of AI, embracing new communication tools and expanding their customer outreach beyond traditional brick-and-mortar.
As liaisons between consumers and products, agents can get caught in between the push for automation and the push for personalization. At times, it may seem as if there is no way to excel in one without abandoning the other. And if those pressures mount, they can lead to burnout, communication breakdowns and, of course, attrition. Widen the lens, and companies will find less dedicated consumers, a breach of brand trust, and a financial burden that no amount of investing in mismatched CX tools and technology can relieve.
It’s easy to get caught up in the buzz of what’s been doing versus what others are doing–but when that happens, everyone loses sight of not just employee and customer needs, but the organizational mission as well. But with expert intel, brands can build out a CX toolkit that moving forward will fit organizational, managerial and customer needs.
In CCW Digital’s June Market Study readers will receive data analytics, insights and guidance from the top companies and technology providers in CX today. With an opportunity to access information integral to organization decision making processes, this CCW Digital Market Study is what you need to make sure that employee retention and customer centricity remain at the forefront of your business plans–even as the landscape continues to change heading into 2024.
CLICK HERE to download CCW Digital’s June Market Study: CX Trends, Challenges, & Opportunities