Search results for: 'plan thing'

In recent years, businesses have increasingly focused on employee engagement and brand loyalty, rather than customer experience (CX), as the primary drivers of success. However, in the next two years, improving CX has become the top priority again, followed closely by ensuring business continuity and optimizing operational efficiency and productivi...

Frost & Sullivan has identified that the education vertical is ripe for digital transformation and adoption of modern communications and collaboration technologies to improve operational efficiencies, improve instructor performance and enhance students’ experience. COVID-19 unmasked this sector’s lack of preparedness to address the sudden need f...

The Frost & Sullivan Customer Contact East Executive MindXchange event revealed an evolving customer experience (CX) landscape in which a back-to-basics theme emerged. While the rate of change is accelerating, thanks in large part to technology innovation designed to meet the challenge of growing customer engagements, contact center thought leaders...

Across industries, companies expect to increase their IT and Communications investments by 22Percentage. Almost 100Percentage of businesses in Europe have a digital transformation today; however, 19Percentage believe they are behind others on their journey. This is good news for technology vendors; however, the key to success is to gain a deeper un...

The top digital transformation drivers for retailers over the next two years will be to improve customer experience (CX) and their marketing capabilities. Retailers will also leverage digital technologies to manage their supply chains and improve their operational efficiency. Internet of Things (IoT), augmented reality (AR), and artificial intellig...

02 Feb 2021  |  Global  |  Market Research

2021 Predictions— COVID-19 Accelerates CX Investments

Growth Opportunities Revealed by End Customers

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The COVID-19 pandemic wreaked havoc in 2020 and continues to harm people, businesses, and economies. Accelerated vaccine deployment, a strong rebound in consumer demand, faster services sector recovery could enable full GDP recovery by mid-2021 (optimistic scenario). Full recovery will be pushed out beyond 2021 in case of multiple fresh outbreaks, ...

To deliver excellent customer experience, organizations require a single view of customers across all touchpoints, which they can achieve through customer relationship management (CRM) solutions. Businesses aim to capture and leverage the wealth of available customer data to have profitable, productive, value-rich, experience-enhancing, and loyalty...

To deliver a great customer experience, organizations today want a single view of customers across all touchpoints, which can be achieved through customer relationship management (CRM) solutions. The goal for businesses is to capture and leverage the wealth of available customer data to have profitable, productive, value-rich, experience-enhancing,...

The COVID-19 pandemic accelerated the move to digital channels, the cloud, and self-service customer care so financial companies could take advantage of new technologies to keep businesses running sans a staff yet maintain a satisfactory level of customer experience (CX). BFSI companies are focusing on improving digital experiences such as digital ...