The global pandemic shifted the rules of engagement for consumers and businesses and brought key relationships and processes into sharp focus.
Engagement between a customer and a company, whether B2B or B2C, is a key reason why organizations spent an estimated $1.3 trillion on digital transformation efforts in 2020, according to IDC’s Worldwide Digital Transformation Spending Forecast, 2020–2024. Across all industries, companies are investing in digital transformation to support their business organization’s overarching goals and objectives. Digital transformation road maps were accelerated by up to three years from their original timelines during the pandemic.
Frontline customer engagement and process improvements are central to these transformation plans. The pandemic put service capabilities to the test with an overflow of demand for essential services, which moved many organizations to fast-track digital interaction channels. However, these interactions and their requirements not only were technology based but also were driven by the needs of humanity in a critical time. The ability to support and engage with customers quickly but with empathy has become the hallmark for the next generation of customer-handling environments. These processes provide the groundwork for the next phase of customer handling and for an organization that is digital first, resilient, and empathetic. For the customer, the result is an effortless service experience that fosters the ongoing relationship.
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