Across industries as diverse as healthcare, retail, telecom, and financial services, one thing is consistently clear: customer experience is critical. Businesses invest heavily in customer experience because even incremental improvements can have a big impact on growth and retention. The COVID-19 pandemic represented a major acceleration to pre-existing trends. We’ve jumped ahead several years. Customers now expect personalized experiences, 24 hour support, and instant access to the brands they do business with, and enterprises who can differentiate themselves become leaders.
