Over the past two years, the mix of channels organisations use to interact with customers has transformed. Both businesses and consumers have had to innovate and adapt to the changes brought about by the pandemic. But how much of the innovation we have seen since the Spring of 2020 will be retained in the long term?
As businesses build for the post-pandemic age, they will need to decide what channel and service approaches work for them now and are here to stay. Not only that, organisations also need to understand exactly what consumers are looking for from customer service interactions.
So, what has worked and what hasn’t, and what do both businesses and consumers expect to see in the future?