The Customer Experience Post Pandemic

The COVID-19 pandemic altered all aspects of society in 2020. In 2021, business owners and consumers are frequently adapting to the changes, hoping to make the customer experience more efficient and enjoyable. Established companies were forced to make changes within their structure fairly quickly in order to keep up with securing sales in troubling times. As restrictions ease up in certain regions of the world, the customer experience has transitioned into a brand new normal.

According to customerexperienceinsight.com, nearly 85% of leaders and their front-line pros worked together during the last year to change policies and increase flexibility for customers. Flexibility was proven to be critical in any sector because 88% of the same study portrays how access to technology played a huge role in a company’s success. When the majority of the world shifted gears to a work from home plan, there was a decrease in access to information and actions they’d be able to execute properly in comparison to solving issues on site.

Primarily, customers weren’t able to visit physical locations and relied on digital help in a time companies weren’t fully equipped to handle. 90% of major retailers and large events were required to close due to government-mandated policies. Since then, companies are beginning to implement technology that allows consumers to receive the same level of superior quality in a remote setting.

Looking into the future of consumer behavior and experience, customers will rely on technology more in daily transactions such as shopping on popular internet markets like Amazon or eBay. Services such as same-day delivery or two-day shipping, especially for necessities like groceries or medicine have become increasingly indispensable.

To learn more about the latest customer experience news, trends and technology, visit the Call and Contact Center Expo on September 1 & 2, 2021 at the Las Vegas Convention Center. Get your free tickets today!