With 25-30% of employees expecting to continue working remotely long-term, many businesses are having to reimagine how they deliver customer engagement.
Added to this, customers have new expectations - with 71% stating a sense of frustration when customer service isn't delivered in a personalised way. 63% say they will stop buying from brands that use poor personalisation strategies.
So how do you deliver on personalised customer engagement whilst managing an increasingly hybrid, distributed and flexible workforce? MyCustomer.com editor, Chris Ward was joined by CX guru and Brainfood consulting founder, Martin Hill-Wilson and RingCentral Contact Centre Sales Engineer EMEA, Chris Holt to discuss:
What the future holds for customer service and contact centre working environments.
How to create a workplace that allows employees to work in a hybrid way, from home and the office.
How to manage customer expectations around personalised digital customer experiences, and what strategies and processes are required in order to do this with a hybrid workforce.
The benefits of cloud communications and collaboration to empower employees to deliver the best possible service to customers whilst keeping costs down.
Chris is Editor of MyCustomer. He is a practiced editor, having worked as a copywriter for creative agency, Stranger Collective from 2009 to 2011 and subsequently as a journalist covering technology, marketing and customer service from 2011-2014 as editor of Business Cloud News. He joined MyCustomer in 2014.