The global pandemic has changed the way we live, work and do business. Ross Daniels at Calabrio believes now is the time for organisations to plan their pandemic escape route by ramping up customer experience (CX). Here, he kickstarts the road to recovery with three tips on how to turn your agents into brand ambassadors.
When the Enterprise Research Centre surveyed 1,000 companies across the UK in 2020, the results were enlightening and somewhat heartening. While many firms saw their turnover fall by 42% and employment levels drop by 30%, others managed to grow despite COVID-19.
Surprisingly a fifth (21%) of respondents saw positive impacts of the pandemic with 17% citing the ‘greater embrace of digital technology has significantly changed their business model’. Meanwhile, organisational priorities have changed with ‘new processes’ (72%) and ‘digital technologies’ (65%) topping the list followed closely by ‘entering new markets’ and introducing ‘new products and services’ for 55% and 53% of companies respectively.