Customers continue to be won and lost based on the quality of their experiences, now more than ever. The global state of emergency is putting extreme pressure on businesses and their digital touch points. Companies across every industry are facing both challenges and opportunities.
The travel industry is facing widespread cancellations and customer care volume that equates to people waiting 8 hours to resolve refunds and re-bookings. Online retailers are facing double digit sales volume increases as old and young abide social distancing and stay out of stores. Those sales must then be fulfilled through dramatically altered supply chains, with employees following unfamiliar new safety protocols.
Yet, from the current crisis, a new normal will emerge. The question is, where do you focus and how to respond?…
Read the full article on the IBM website