The digital tipping point is here. Forget multi-year plans for digital transition–the time to act is now.
In 2020, companies made seismic shifts in how they do business as the impacts of COVID-19 transformed customer expectations and workplace dynamics, virtually overnight. For many the advent of the pandemic represented a ‘digital tipping point’, necessitating immediate implementation of what had previously been multi-year digital transition plans. Being digital-first and, in many cases, digital-only meant companies had to rapidly acquire new technologies to reach customers and connect remote teams.
While companies must work within their resources to adopt new technologies and processes, there is a risk of falling behind higher-performing peers as customer expectations rise. Fortunately, most organizations anticipate increased budget flexibility in 2021, with 57 per cent of mid-sized companies and 65 per cent of enterprise companies predicting that they will have more to invest in CX technology. Many brands have come to understand that investing in customers will pay dividends, but knowing what to prioritize can be difficult. Zendesk provides this free report to help guide the way.
Download this whitepaper to uncover:
- Best practices for delivering winning CX in 2021
- The top investment priorities for high-performing CX teams
- Data-backed strategies for outperforming your CX goals in the new-normal
- Detailed insights on how to make things easy for customers, support your support team, and keep your business in sync