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Learn how to balance customer experience, transformation, and clients changing needs
David Gordon Tue 16 Mar 2021 // 18:00 UTC Share
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Promo 2020 was the year of customer experience (CX) transformation, forcing even the most reluctant customers to rely on digital to interact with companies due to limited in-person interactions and overwhelmed call-centers.
In the US, over a third of customers increased their use of online banking, while six million people in the UK – 12 per cent of the entire population – used online banking for the first time. Clearly, those companies who were able to offer the most seamless onboarding process were best placed to weather the pandemic.
Key trends and strategies for digital CX and customer self-service in 2021 and beyond
David Gordon Mon 15 Feb 2021 // 07:00 UTC Share
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Promo The lockdown has changed our relationship with technology forever. Over a third of customers increased their use of online banking in 2020, and the majority will continue to do so once “normal service” resumes. So, the need to provide a seamless experience to these digital customers is paramount.
In truth, investment in Customer Experience (CX) and the technology that supports it was already a priority. The Harvey Nash – KPMG CIO Survey indicates that the top two priorities before COVID-19 – operational efficiency and the customer experience – were unchanged after the pandemic struck. Gartner also reports that 91 per cent of organizations surveyed have CX as a primary or major goal of their digital business transformation efforts.