The global spread of COVID-19 is forcing companies to redefine how they conduct business. Organizations that focus on end-to-end customer and employee experiences will be better able to adapt to market conditions and outperform their competitors.
Important in the new reality are substitutes for face-to-face interaction, enabled by self-service offerings and scaled automation. Web portals with chatbots, contact center systems supported by augmented reality, and omni-channel IT service delivery models with integrated tools are just a few examples of ways to increase capacity for digital interactions. These can be cost effective and help alleviate pain points such as:
- limited ability to respond quickly, including long wait times in phone queues
- highly manual operational support
- poor, inconsistent or non-personalized customer and employee experiences
- lack of simplified means for customers and employees to consume services.
This paper can help you assess where you are and develop a path forward on the journey to meeting customers' and employees' expectations for digital experiences.