New findings have been unveiled by the Sabio Group in their latest market survey that highlights how the COVID-19 crisis has led to a period of unprecedented change for businesses, employees, and consumers. Driven by necessity, businesses condensed technology transformations from years to weeks and consumers switched to new, faster and more efficient, channels of engagement.
Covering actions and responses at the start of the crisis to opinions and direction in the present, the report offers insight from some of Europe’s leading businesses about the new path that CX leaders are taking.
Some of the key findings from the report are as follows:
- The threat of survival collectively shocked organisations into an action-oriented mindset
- Business Continuity Planning did not encompass a crisis of this magnitude or speed
- Move to online channels was huge, encompassing all age groups and channels
- Changing perceptions of home working as a long-term viable option; with caveats
- New ways to develop, motivate and retain employees will be required
- Customer Experience will become a greater priority for most businesses
The pandemic has forced many to change and adapt in order to survive. As a result, we can see a shift of perspective and attitude from undue caution to an inquisitive and bold nature. New capability has been rapidly tested and proven.
The recent distance travelled in becoming a digital first business has rejuvenated belief in that outcome. Traditional beliefs and practices about where people work and how they are managed have been turned on their head. Commitment to the right generation of infrastructure for being a digital first business has accelerated.
Sabio Group’s full report, titled “CX Realities 2020: The story of COVID-19 and how customer service responded” can be downloaded here.