The global pandemic has had a significant impact on how companies prioritize spending. Although a new year has already begun and economists forecast a very different evolution compared to last year, companies such as Goldman Sachs warn that “it will get worse before it gets better” due to the continued uncertainty generated around COVID-19. With persistent challenges posed by the anticipation of an unstable economic recovery, many contact centers are forced to cut costs, but those responsible for customer experience (CX) must continue to ensure that they maintain and even raise the quality of customer experiences.
The need for a great customer experience hasn’t changed. Customers continue to expect a modern, seamless, omnichannel experience where their issues are resolved quickly and on the first contact, and businesses can’t afford to offer anything less than that.
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