In a “digital” world, customer operations will serve consumers that expect more, know more, have more choice and have a louder voice
Higher expectations
Expectations are being shaped by experiences outside of your industry, where content, interactions and features may be richer and more compelling.
Peer-to-peer trust
Brand loyalty has been replaced by peer-to-peer conversations and other social media interactions; those who fail to participate risk being sidelined
Well-informed
Easy access to research and data will expose efforts to mislead and enable comparison to your competitors; transparency and authenticity are required
Many choices
Undifferentiated products and services, lack of loyalty, easy access to alternatives and a high chance of defection, mandate extra effort to retain your customers
Have a voice
Vehicles for communicating experiences with your brand – both good and bad – are ubiquitous and free, and your customers are not shy about voicing them
Contact centres in Retail and other sectors will need to respond to a number of imperatives
Customer insight & analytics
Insight from data analytics will drive processes to ensure customer experience supports advocacy, service and profit objectives.
Multi-channel integration
ICustomers will demand that Brands provide seamless services that insulate them from variance between the access options they have.
Process &
technology
Process and technology will change to deal with the functional, efficiency and volume impact of Social Media and emerging.
Operations
design
Clear differences in channels’ abilities to satisfy customers and their changing preferences will impact efficient operational design.
People &
development
Pressures for improved CSAT and NPS will demand consistent service delivery and more investment in front line people’s performance.