Customers embraced technology to manage all aspects of daily life and set off a digital disruption that forever changed how businesses interact with them. To meet new customer expectations, businesses adopted hybrid models that emphasize connecting with customers in digital channels and face-to-face. Not only do customers want you to be as digital fluent as they are–they expect more personal service, too.
According to Salesforce, as disruptive companies leverage breakthroughs in cloud, mobile, social, and artificial intelligence technology to deliver personalised, valuable, and immediate experiences, customers have more choices than ever. As a result, they grow to expect this superior experience from any business they engage with.
Delivering highly personalised customer experience (CX) in digital channels seems like a contradictory proposition. Instead of connecting with customers in person and face-to-face, we build rapport screento-screen—webcams optional, thankfully. In 2020, agents moved from call centres to remote work, and customer preference for digital interaction soared even higher