Get a sneak peek into The New CX Mandate

We surveyed 1500 customer service leaders around the world to understand their insights and predictions for CX in 2021. Some of the key themes that emerged include:

  • A rise in chat and messaging as a support channel

  • AI & automation becoming critical due to fluctuation in staffing and increased query volumes

  • The future of work is hybrid, and ‘back to work’ is going to look very different

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1. Messaging is the new telephone

Modern service experience starts from mobile. Customers now prefer to use live-chat & instant-messaging like WhatsApp for interacting with businesses. The accessibility, familiarity and lower wait-times of these modern messaging channels can also improve your CSAT scores.

Tipsheet: 9 reasons to deploy messaging
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2. Chatbots as the first line of defense

With rising contact volumes and reduced staff, service leaders use chatbots as the first layer like how IVRS is used on telephone. This reduces the cost per interaction and bridges the gap between growing demand and limited workforce.

Tipsheet: 5 steps to getting AI right
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3. Give your remote agents superpowers

When hybrid work models are the way forward, it is imperative to bring your remote teams together for efficient operations. Lean on your team for high-value, complex issues by giving them guidance on next best action, 360-degree view of customers, and customer context to collaborate faster.

Tipsheet: 5 steps to streamline remote operations
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