2020 has been a historic year for everyone, and predominantly, a negative one for the world of business. Many outdated contact centers, marketing agencies, sales departments, brick-and-mortar retailers, and legacy technology companies have filed for bankruptcy or closed the doors indefinitely.
However, from a long-term, macro perspective, there’s a much less pessimistic side to the pandemic’s impact on customer experience. Within a few years’ time, customer experience analysts will look back on 2020 and identify this year as the greatest catalyst customer service has ever seen.
Featuring CCW Digital and ServiceNow research, as well as insights from industry leaders, influencers, and analysts, this report will cover:
• The fundamental components of Service Operations and how to improve them
• The pandemic’s impact on customer service operations
• The latest customer service opportunities to address moving forward
• The role AI will play
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