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

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

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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