Over 70% of CX leaders struggle to design projects that increase customer loyalty and achieve results. This is especially troubling, considering that the report also indicated that CX drives over two-thirds of customer loyalty, outperforming price and brand combined.
Today’s customer journeys are much more complex with multiple lines zigzagging about to move customers from discovery to the final purchase. And even after the purchase, their journey is still continuing.
Field service hasn’t been immune to the COVID-19 pandemic. Many on-site service jobs were canceled or deferred for months due to safety mandates, travel restrictions, and customer concerns. As a result, some field service organizations have had to halt operations and reduce resources.
As companies try to adapt to the new reality, we expect to see strong enterprise COOs play an increasingly prominent role. In our ongoing dialogue with forward-thinking supply chain organizations, leadership teams have consistently expressed interest in elevating the function to become a true strategic partner to the enterprise.
The COVID-19 crisis has put the spotlight on supply chains like never before, and the average shopper now realizes that the lack of their favorite product at the local drugstore is a result of breakdowns across an intricate global network.