An ever-growing trend in customer service excellence is to “be where the customer is.” Over the past decade, forward-thinking organizations have worked to engage customers based on their “when, where, and how” preferences.
To effectively understand customer needs, access contextual information, and deliver services anytime, anywhere, CIOs need to leverage technologies such as social listening, enterprise content management, and mobility.
4. Personalized communications and customizable mobile and contactless solutions
In addition to interacting with companies on their terms, customers also want targeted and customized messages and services. While these expectations are nothing new, COVID-19 has paraguay mobile database the need for mobile and contactless solutions while maintaining human interaction.
CIOs must take mobility to the next level by using customer communication management (CCM) to analyze customer data and deliver intelligently tailored communications across any combination of channels and devices.
Additionally, as contactlessness becomes even more ubiquitous in 2021, the value of intuitive and personalized communications cannot be overstated. When companies cannot interact with customers face-to-face, CCM allows them to maintain relationships to a large extent.
5. Increased focus on data and cybersecurity
As more organizations move to at least some remote operations, data and cybersecurity are becoming a bigger concern. Companies across all industries are working to effectively protect their own and their customers’ data.
According to Gartner, “the COVID-19 pandemic has reoriented security teams toward cloud-based security and operational tools that do not require on-premises connectivity to function.” Some of the top considerations for CIOs and CISOs entering 2021 include “revising remote access policies and tools, migrating to cloud data centers and SaaS applications, and implementing new digitalization efforts to minimize in-person interactions.”