It goes without saying that we are all THRILLED to be saying goodbye to 2020. The world was turned on its head during the past year, and seeing it in the rearview mirror is a welcome sight. But here’s one important thing that 2020 taught us: CX is incredibly valuable.
Inquiry volume rose — while simultaneously becoming more complex — and the customer service team transformed into the “face” of companies that were forced to close their doors. So here’s a big, long-overdue THANK YOU to customer service teams, and a hearty cheers to the year ahead.
Here’s what we will be thinking about in 2021, and some resolutions we hope CX teams will accomplish: