What may get overlooked amid the debate over CX efficiencies
I want to go work for the six per cent of CX professionals who told Kustomer their need for efficiency has decreased since last year.
Based on a survey of approximately 120 people working in customer experience roles in the U.S., The Efficiency Mandate in Customer Service showed this tiny monitory are apparently unworried about increased call volumes, churn or other typical CX priorities. They’re probably all on half-day hours for the summer. Maybe they’re the ones who are already taking up what remains of patio seating since reopening began.
In contact, the report Kustomer released late last week showed 56 per cent saw an increased need for
Shane Schick tells stories that help people innovate, and to manage the change innovation brings. He is the former Editor-in-Chief of Marketing magazine and has also been Vice-President, Content & Community (Editor-in-Chief), at IT World Canada, a technology columnist with the Globe and Mail and Yahoo Canada and is the founding editor of ITBusiness.ca. Shane has been recognized for journalistic excellence by the Canadian Advanced Technology Alliance and the Canadian Online Publishing Awards.