Sabio Group research shows CX leaders need to get serious about business continuity planning

Shane Schick tells stories that help people innovate, and to…

While many organizations felt a rush of adrenaline in their efforts to continue working during the outbreak of COVID-19, 40 per cent have determined they need to upgrade their ability to get insights about customers, according to research from Sabio Group.

In CX Realities 2020: The Story of COVID-19 and How Customer Service Responded, the London-based tech firm published the results of phone interviews and a survey of CX professionals, CIOs and other business leaders.

Though light on hard statistics, the report is structured in an unusually narrative manner, peppered with direct quotes that give voice to a wide range of memories of those on the front lines.

A big part of the response,

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Shane Schick

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.