As the COVID-19 pandemic disrupted many industries worldwide, customer experience proved to be more important than ever. From introducing cryptocurrency to the Latin America market, to offering a free learning online platform for students and playing a key role in the digital transformation of health services, these leaders are making waves in the CX space, and inspiring others along the way.
It is no secret that, worldwide, interest in cryptocurrency is skyrocketing. Research from the University of Chicago research group NORC revealed that, within the past 12 months, 13% of Americans bought or traded cryptocurrency. In comparison, 24% of Americans invested in stocks over that same time period. Major companies are now accepting cryptocurrency as payment, and, in a “milestone for the cryptocurrency industry,” the first U.S.
The digitalization of businesses is growing at a rapid pace. Customers demand that products and services be available 24/7 throughout the year. Because of this demand, customer service chatbots are becoming increasingly popular among businesses. A chatbot is a software program that uses Artificial Intelligence and Machine language to operate. A customer service chatbot is being used in the e-commerce business for improved customer service.
In Netomi’s latest “Support Superheroes” webinar, Netomi’s Can Ozdoruk sat down for a virtual chat with Alexandra da Silva Rodrigues, Radisson Hotel Group’s Strategical Advisor for Global Contact Centers. The two discussed emerging customer service trends in the travel & hospitality industry, managing the ticket surge during COVID-19, and the ‘human’ touch in digital support.
For the modern customer service representative, a day in the life can be pretty rough. Nonprofit newsroom ProPublica interviewed numerous customer service reps, uncovering some shocking insights into the day in the life. For instance, afraid to call in sick after being warned of getting in trouble for doing so, one worker paused her calls to throw up.
