The impact of the health crisis caused by the COVID-19 virus has few or none close precedents, nor do the technological tools that companies have used to overcome its effects. High among them are those which have enabled and enhanced telework and become a key partner for business continuity.
This new context, its consequences, challenges and opportunities, is analyzed in depth by the international consulting firm Frost & Sullivan, through two researchers specialized in Customer Experience, Sebastian Menutti and Juan Manuel Gonzalez, whose findings are reflected in the article, available for free download at Konecta Cloud.
An analysis focused mainly on discovering the impact that the current situation will have on the main factor affecting customer loyalty and, which is the key differentiator in determining the success of the business, i.e., on Customer Experience, both in business and among Contact Center providers. Their article also scrutinizes the challenges and opportunities, as well as the new trends that companies will have to embrace to match their customer relationship models to the demands of the new normal.
“Undoubtedly, the current global health crisis will accelerate the need for flexible and agile work styles, and drive further adoption of technologies that improve the balance between work and personal life (…) Rethinking the business and redesigning processes that deliver value to customers is an ongoing process, one day at a time. Not starting to move towards this process or approaching this transformation too late it may mean an immediate loss of competitiveness. The path to your success starts now, what are you waiting for?”
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