In the next normal, businesses must develop a new customer engagement model that places a strong emphasis on measuring progress based on outcomes.
COVID-19 pandemic has significantly accelerated digital business transformation. The pandemic led to breakneck speed shift to digital-first customer engagement and remote work, prompting service and support organizations to reconsider the future of their people, process, and technology. According to recent research from Salesforce, teams are navigate new standards of engagement. As customer expectations shift, a new digital-first playbook is emerging. Eighty-one percent of decision makers say they re accelerating digital initiatives.
As the pandemic panic gives way to post-pandemic planning, how well-positioned is your organization to deliver growth? A series of intimate conversations with Customer Experience and Customer Success executives reveals a new playbook for growth in the next normal and beyond.