Seeing the future in customer service
Over the past two years of pandemic, individuals, institutions and enterprises have all had a chance to stop and take stock of how they live, work and serve their customers. The questions on everyone’s lips have been: ‘what will the future look like?’ and ‘what will emerge as the new normal?’ For businesses, the challenge has been to quickly adapt to serving communities in lockdown, and employees working remotely. Online shopping boomed in popularity, virtual services took the place of in-person meetings, and many business interactions moved online. Enterprises and their technology platforms suddenly had to cope with what is likely to be a long-term shift to online service delivery. The challenge in that environment is how to maximise new opportunities.