12th Feb 2021

CX realities 2021: The story of CX's response to COVID-19 continues

Sabio’s latest CX Realities report explores how organizational reaction to the pandemic has evolved since our last poll during the summer.
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Sabio’s first report on the CX response to COVID-19 showed how the pandemic released an extraordinary burst of creative energy.

This follow-up report aims to understand whether the energy remains, and how key CX themes have evolved since our previous analysis. 

Consumers and brands continue to rapidly reinvent how they engage. This is happening at scale. Since the pandemic disrupts daily life for everyone, there is scarcely any gap between early adoption and new mainstream behaviours. Instead, we are witnessing a mass migration in customer behaviour.

Key report takeaways

  • Forecasting demand remains challenging
  • A more varied contact mix is essential
  • Adding self-service has been critical to all service operations
  • The importance of understanding customer needs

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