The shift to digital has become a 'critical priority' for businesses
Forrester’s Laura Koetzle and Nigel Fenwick discuss how the pandemic has prompted organisations to double down on digital transformation.
Source: siliconrepublic.com
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Your customers went digital in 2020. How do you hold onto them in 2021?
Learn how to balance customer experience, transformation, and clients' changing needs David Gordon Tue 16 Mar 2021 // 18:00 UTC Share Copy 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 c...
Source: theregister.com
Customers turned to digital channels in 2020. What will you do when they stay there in 2021?
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 Copy 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 –...
Source: theregister.com