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.
Sponsor message - content continues below this message
2022 '17th annual' Global Contact Center World Awards NOW OPEN
Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!
Content continues ….
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.
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.einnews.com
About Kinetic Consulting:
Kinetic 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.
Published: Friday, October 23, 2020
| 3.) |  Voiptime Contact Center Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to: - Automate lead prospecting and have 4x more live conversations daily; - Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer; - Smooth out the peaks of calls by... (read more) |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall