Every industry currently faces uncertainty, disruption, and change. Consumers worry about geopolitical volatility, soaring prices, and potentially losing their jobs, all impacting their behaviour and the experience they want from companies.
No wonder that 90% of customer service leaders surveyed by HubSpot say consumers have higher expectations than ever before – a figure that is likely to rise if the economy tips into recession. For contact centres, still getting to grips with a post-pandemic world, dealing with all of this turmoil may feel like yet another challenge to face.
Still, they have to – fail to deliver on customer expectations and they’ll vote with their wallets.
Not only are expectations higher but, in many cases, they are also fundamentally different to a few years ago. Consumers want a faster, more comprehensive service, across a widening range of channels, but often their values and behaviours have changed too.
They are digital-first and looking for brands that share their sense of purpose. And, they’ll judge service performance against top customer experience leaders, whatever sector the organisation is in.
How can companies transform their contact centres to thrive in this era of instability? This report explains five key trends impacting customer service, outlining how technology can help drive success.