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Industry Research : COVID-19 Resets Customer Experience for Organisations

#contactcenterworld

Kinetic Consulting, a consulting company providing consultancy to accelerate growth, optimise costs, and transform business using customer experience practices, has identified a shift in customer experience best practices. A post-COVID 19 study identified that many customer experience professionals are pivoting their focus to address changed customer behaviour due to the crisis. Respondents identified that the single most significant change in customer behaviour had been the shift towards digital for business transactions and support. The report, prepared by Ipsos, identified 88% of CX professionals identified digital as the most significant change in customer behaviour, and more importantly, 79% think that this changed behaviour is likely to remain as a permanent change post-COVID-19.

In response to these changed behaviours and tougher market conditions, many organisations are making investments to elevate their customer experience to differentiate themselves from the competition further. The leading companies are making the necessary investments to ensure their customer experience meets the new expectations of their customers. The study identified that 88% of CX leaders agreed that their organisations would continue to invest in CX as a strategy to outperform the competition.


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The study affirms that many leading organisations are looking to double down on their CX focus in an attempt to differentiate themselves in 2021 and effectively respond to changed customer behaviours, expectations, and a challenging marketplace. The findings of the study should not be a surprise to any CX professional who knows the correlation between customer experience and business success. The question that remains to be answered from the study is what values have specifically changed for people that is linked to their changed behaviours in how they interact with organisations.

"We have sponsored the Empowering CX in the Middle East digital conference this year because it’s never been more critical than now for business professionals to understand how to respond to changing customer behaviours. We hope this conference will provide insights into changing best practices in customer experience management", said CEO of Kinetic Consulting Joe Tawfik.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.einnews.com


About Kinetic Consulting:
Company LogoKinetic Consulting is a boutique consulting company providing private and public sector clients with the full suite of consulting services to accelerate growth, cost optimisation, and business transformation. We specialise in creating and implementing strategies that can offer organisations the highest impact on their business.
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Published: Friday, October 23, 2020

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2023 Buyers Guide Payment Services

 
1.) 
Branch

Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.

2.) 
Eckoh

CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)

3.) 
PayGuard

PayGuard®
Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.
 

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