Among the many disruptions caused by the global pandemic that largely defined the year 2020 was the increased importance of excelling at delivering great experiences to customers — not just sometimes, but all the time and in real time.
We traditionally think of customer experience (CX) as the responsibility of customer service and contact centers, which will always be part of the foundation designed to respond to inquiries and answer questions. But over the last year, many people have faced tremendous pressure due to chaos and confusion. Organizations, including government agencies, were forced to look at how they engaged with people differently.