ILLUSTRATION PROVIDED BY ALEXDNDZ ADOBE STOCK
HOW TO CREATE REAL-WORLD LOYALTY AN INTEGRATED DIGITAL CUSTOMER / EMPLOYEE-DRIVEN APPROACH CAN STRENGTHEN BRAND AFFINITY .
As we enter 2023 , it ’ s never been clearer that we are living in a world created by a global pandemic . It upended how organizations operate and then accelerated how businesses responded to years of evolving customer behaviors .
What we ’ re seeing already – and will see more of in 2023 – are no longer reactive operational changes but tailor-made , organized approaches that champion total transformation . In fact , a recent white paper by Webhelp
and Frost & Sullivan looked at why game-changing customer journeys are more important than ever as we shift into the next transitional stage .
32 CONTACT CENTER PIPELINE
BY SANDRINE ASSERAF , WEBHELP
As the customer experience ( CX ) world settles into its new routine , today ’ s transformational shifts aim to simplify and enhance the “ new ” customer journey , make service and support systems more effective , and create efficient processes for a now-cemented remote and hybrid workforce . And , most critically , support greater brand awareness and loyalty .
These advancements are being made possible by combining the best of modern technology , human knowledge , and recent experience . All of these elements are centered around the omnichannel experience – both the customer and the CX advisor ( contact center agent ) experience .
Let ’ s take a look at how digital transformation – creating the omnichannel experience – can help create and retain customer loyalty .
WHAT FACTORS ARE DRIVING BEHAVIORAL CHANGE ?
Several factors are driving the expansion of CX channels , impacting customer service dynamics and contributing to the shifts we ’ re seeing in the way brands operate today .
• COVID-19 . According to Gartner , more than 40 % of customer service and support leaders experienced increased service contact volumes due to the pandemic .
The pandemic was a forcing function that changed the channels consumers used and how they attempted to communicate with the brands they love . Many of those shifts are here to stay . So , making sure these channels are optimized is a high priority .