Present and future of Customer Experience

[nusratjahan]

The pandemic has changed the world of work, severely impacting certain sectors, hurting some and strengthening others. But what has happened and what will happen to the Customer Experience sector? CX leaders and professionals have answered this and many other questions, collected in the SANDSIV research .

The study conducted by SANDSIV gathered over 1,200 responses from around the world. The research highlighted how an event like the COVID crisis can also be an opportunity for buy bulk sms service CX professionals to refocus attention on ongoing issues within companies, such as demonstrating the impact of CX on financial results by highlighting improvements and benefits across the business; appropriate cost reductions to optimize customer and employee services; or encouraging the company to adopt more sophisticated assets to acquire real-time insights.

CX programs and the ' new normal '
The global COVID-19 pandemic has demonstrated that companies must be positioned to adapt quickly to dramatically changing customer needs . Research conducted with several companies in Italy and across the EMEA region shows that companies that continuously listen to the Voice of their customers and respond quickly to their problems, needs, and concerns have a clear competitive advantage over those who don't.

Certainly, the traditional way of listening to the Voice of the Customer by conducting regular surveys and collecting " direct feedback " is no longer sufficient.
While this approach remains valid, today a more pragmatic approach is needed : transactional feedback relating to daily interactions, such as online payments, must be collected " in the moment ." Companies expect survey tools to automate the collection and analysis of this feedback throughout the customer journey , and for the process to take place via digital channels .