Key trends and strategies for digital CX and customer self-service in 2021 and beyond
Promo The lockdown has changed our relationship with technology forever. Over a third of customers increased their use of online banking in 2020, and the majority will continue to do so once “normal service” resumes. So, the need to provide a seamless experience to these digital customers is paramount. In truth, investment in Customer Experience (CX) and the technology that supports it was already a priority. The Harvey Nash – KPMG CIO Survey indicates that the top two priorities before COVID-19 – operational efficiency and the customer experience – were unchanged after the pandemic struck. Gartner also reports that 91 per cent of organizations surveyed have CX as a primary or major goal of their digital business transformation efforts. The lockdown and subsequent rush online simply accelerated investments already under consideration. Good digital CX might have been a “nice to have” when the bulk of customer transactions were face-to-face, but companies now find it has become a “must have”. Merely having an online service capability isn’t enough anymore – it must be first-rate. According to Gartner, more than two-thirds of companies compete mostly on the basis of CX — if they offer a mediocre experience, their customers will opt for competitors that are only a few clicks away.
