CX in a Post Pandemic World – What Are CX Leaders Doing to Meet Customer Expectations?
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COVID-19 has permanently changed how we live and interact with each other. Customer interactions have been fundamentally disrupted and transformed resulting in a digital space that’s noisier and harder to cut through than ever. In today’s digital environment, how do you maximize impact to meet customers and prospects in their moment of need? How do you optimize your digital engagement, while maintaining a personalized connection with your customers? In research recently conducted by Precisely and Corinium Intelligence: - 86% of CX leaders say they have updated their strategies since COVID-19 - 79% of CX leaders say that COVID-19 has increased the volume of digital interactions - 50% of CX leaders say customers now expected more seamless, digital experiences Join us in this on-demand Panel discussion with global CX leaders as they discuss these trends, as well as the CX strategies and key investments that are shaping the customer experience marketplace for 2021 and beyond. The discussion will be hosted by Rob Dallison, VP EMEA at Precisely EngageOne and feature the following speakers: - Marissa Buckley, VP Marketing and Brand Experience, Security First - Angus Rogers, Head of Claims Operations, Canopius Insurance - Patrick Roelandt, MD, Dialog Group - Kaspar Roos, Founder and CEO, Aspire Consulting
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CX in a Post Pandemic World – What Are CX Leaders Doing to Meet Customer Expectations?
- 1. Customer Experience in a Post Covid-19 World Interactive Panel Discussion with Global Industry Leaders Rob Dallison | VP EMEA & APAC Precisely EngageOne
- 2. Panel Rob Dallison VP EMEA + APAC Precisely EngageOne Angus Rogers Head of Claims Operations Canopius Kaspar Roos Founder and CEO Aspire Marissa Buckley VP Marketing and Brand Experience Security First Patrick Roelandt Managing Director Dialog Group
- 3. 3
- 4. Poll 1 4 How well has your organisation managed to provide satisfactory customer experience during the pandemic? • Really well, we have taken it in our stride • Some minor problems but easily solved • It was a big challenge but we are looking good now • It is an ongoing struggle
- 5. Finding 1: Organisations have seen a massive increase in the use of digital channels 5 How has your organisation adapted to absorb the significant increase in workloads?
- 6. Finding 2: Changing consumer expectations 6 How have you enhanced your digital engagement, while maintaining a personalised connection with your customers?
- 7. Poll 2 7 Have you updated your Customer Experience strategy since the start of Covid-19? • Yes • No • Don’t know
- 8. Finding 3: COVID has forced a permanent digital shift in CX 8
- 9. 9 How has the pandemic affected your Customer Experience strategy?
- 10. Poll 3 10 Is your organization investing in digital Customer Experience technology as a result of the pandemic? • Yes • No, but planned in next 12 months • No • Don’t know
- 11. Finding 4: Digital shift reflected in new investment priorities 11 To what extent do you see organizations investing in digital CX technologies as a result of the pandemic?
- 12. Finding 5: Seven key challenges to the transformation of CX technology stacks 12 How do you see these challenges in your organisation?
- 13. Questions and Discussion Download your own copy of the research report at bit.ly/cxcovid
- 14. Thank you
Editor's Notes
- Thank you for joining us, I wish you all a very warm welcome to this interactive panel discussion. My name is Rob Dallison and I will be your host today. I am VP EMEA & APAC at Precisely Engageone. For those of you who do not yet know Precisely, we help large enterprises worldwide to engage more effectively with their millions of customers. Today we are going to explore our recent research on the topic of Customer Experience in the Post COVID-19 World. Before we start, I have just a couple of housekeeping items ++ This session will last about 40 minutes. ++ It is being recorded, and your microphone has been muted; ++ However, the session will be interactive; ++ There are live polls for you to answer during our conversation; ++ We also encourage you to submit Questions to our panel using the “Q&A” Box that you see on your screen; ++ We will answer these questions at the end of the main panel discussion.
- And now I’m thrilled to introduce our panel of Customer Experience leaders: First, Angus Rogers – Head of Claims Operations at Canopius in the UK. Angus was a featured contributor to the research we are discussing today. Thank you for your contribution Angus, and for joining us today. Next we have Kaspar Roos. Kaspar is Founder and CEO of Analyst firm Aspire, and his research and perspectives are globally recognized in the CX market. Good to have you with us Kaspar. I am delighted to welcome Marissa Buckley to our panel. Marissa is VP of Marketing and Brand Experience at Security First Insurance. This is one of the largest home-owners’ insurance companies in Florida, serving more than 250,000 policy holders. And finally Patrick Roelandt, Managing Director of Dialog Groep. Based in the Netherlands, Dialog Groep provides Customer Communication and Interaction solutions across Benelux and continental Europe. Great to have you here Patrick. With that…. Lets dive into our research.
- First, some context. In August and September of this year, Precisely conducted an in-depth research project, in partnership with Corinium Intelligence: We held in-depth interviews with over 100 UK-based CX Leaders in companies with 10,000+ employees We asked them questions about how the global pandemic has affected their customers’ behaviour, and how it has changed perceptions of CX within their own organisations. We also talked about the disruption that COVID-19 has caused, and we explored what this means for their CX strategies and investment plans. Our panel is here today to discuss some of the findings from this report. By the way, if you have not already seen the report, you can download your own free copy. We’ll provide the link at the end of our panel discussion.
- Now to kick things off, let’s get started with a quick question to our audience. How well has your organization managed to provide satisfactory customer experience during the pandemic? I can see responses coming in already… Let’s leave the poll open for a few more moments… [MOVE TO RESULTS] Thank you to everyone who responded to that poll. [comments on the result]
- The first finding from our research was that organisations have seen massive increase in the use of digital channels. ** 79% of businesses have seen increased customer interactions on their web site, and 59% see an increase in usage of their online apps; ** half of companies see greater volume of calls to their call centres, and more than half have seen increased usage of messaging platforms or chatbots. Let me ask our panellists how their organisations have adapted to absorb this increased digital workload. Angus … How has Canopius managed the increased usage of digital channels during the pandemic? Marissa… Florida has had a tough year, not only with COVID-19 but also with the very active hurricane season in 2020… have you seen your customers adopting digital channels during the pandemic, and what impact has that had on your organisation? And Patrick… How has the market changed in Europe over the last 8 months… are you seeing organizations having to deal with increased digital engagement from their customers? Great, thank you for that insight. I’ve seen a couple of questions come in as our panel were speaking, thank you for those. We’ll answer them later in our session.
- Now, our second finding is that not only has consumers’ behaviour changed, but so have their expectations. 50% or more of CX leaders say that ** their customers now expect a seamless experience, for example, not having to repeat their entire story at every step of a customer service journey – who hasn’t experienced that! ** their customers are also more likely to want to self serve using digital tools; ** and their customers are increasingly open to using chatbots or similar automation technologies. So – what does our panel think about the challenge of enhancing digital engagement, while maintaining the human connection with the customer? Let me turn to Kaspar… I know that you have been conducting research in 2020 that confirms our findings of a Digital shift, and a push towards more seamless and integrated customer experience… How have you seen the consumers’ expectations change? And how are organizations keeping up with these expectations? Marissa, I’d like to get your perspective on this too… Can you talk about how you have enhanced your digital engagement at Security First, while satisfying your customers’ expectations?
- Thank you both. And now it’s time to get some input from our audience again. Please answer our quick poll on the screen here – have you updated your Customer Experience strategy since the start of COVID-19? Great, I can see the responses coming in… Just a couple more moments… [MOVE TO RESULTS] And let’s go to the results. [Ask Kaspar to comment on the result]
- Very interesting, thank you Kaspar. Let’s take a look now at the third finding from our research. We already suspected that COVID had influenced CX strategy in many organisations, but it was interesting to measure and find just how significant this influence has been: 35% of leaders are viewing CX strategy as being more important than it was pre-COVID, and 19% are viewing CX strategy as a TOP priority – in total more than half have increased the importance of CX due to the effects of COVID. Now what we also discovered is that these shifts in strategy and execution that have been caused by COVID, are actually going to have lasting or even permanent effects: 33% of businesses say they expect to definitively close some of their physical locations 25% say they expect digital experiences to replace brick and mortar entirely. That’s one company out of every four, which is quite a statistic. This digital shift in customer experience is real, it is permanent, and it will affect every aspect of how you engage with and serve your customers in the months and years to come.
- In fact, when it comes to serving customers, we also discovered that 60% of businesses have observed moderate or severe disruption across pretty much every one of their customer journeys. For example: It has become harder to sell and market to potential new customers. On-boarding is more difficult because staff are no longer able to send out physical welcome packs. Customer service has suffered because of call centre staff having to work from home. And the list goes on. So let’s ask our panel. Angus, I know that you have made significant changes at Canopius in response to the challenges posed by COVID. Could you tell us how your CX strategy has changed, and what has worked well or less well? Patrick, you work with a lot of organisations in mainland Europe. How have you seen the pandemic impact their CX strategy? Are you seeing them pivot to a Digital ONLY strategy?
- Very interesting, thank you. Well here is our third interactive poll for the audience. Is your organization investing in digital CX technology as a result of the pandemic? I have to say, thank you to our audience for being so engaged. Remember, you can also submit questions to our panellists using the Q&A box on your screen. [MOVE TO RESULTS] Let’s have a look at the results. [comment on the results] [This definitely aligns with the changes that we have been seeing among our Customer Engagement clients.]
- Our fourth research finding is that the digital shift in CX has clearly impacted the priorities for technology investment. So where do you need to place your bets, to meet and exceed customer expectations in a post pandemic world? Well, let’s hear it from the CX leaders we spoke to: 60% say they want to invest in data integration – You must ensure that you’re using the most accurate, and comprehensive data to enhance your digital engagements. 46% will invest in multi-channel CX platforms that will allow for a connected digital experience… that SEAMLESS experience that customers want from every brand they engage with 42% are investing in chatbots with Live Takeover capabilities, and almost as many want to invest in chatbots with Natural Language Processing. Not all chatbots are created equal – you must ensure that your chatbots have the elements that customers WANT to use and that also make a positive difference to their experience with your brand. 37% say they’re investing in Digital self-service platforms. Customers WANT to self-serve. You have to lead your customers to the answers they need, while letting them interact the way they want to Finally, and this is a highly innovative area, [32%] one CX leader in three plans to invest in personalized, interactive video content. That was a lot of information. Let’s take it to our panel to unpack it. Marissa, would you like to start? Are any of these investment areas particularly relevant at Security First? [ROUND ROBIN -- Marissa hands to Kaspar –> then Angus –> then Patrick -> back to Rob]
- Thank you for that insight. Our fifth and final finding – at least for today, there is much more in the report – was that there were seven key obstacles that could block a CX leader on the path to transforming their technology stack. 1. Prioritising key investments 2. Securing companywide support 3. Securing budget 4. Reimagining customer journeys 5. Ensuring business processes are changed. 6. Measuring business impact 7. Securing executive buy-in To round up our panel discussion for today, Marissa – have you encountered any of these challenges at Security First during the pandemic, and how did you overcome them? Angus, same question for you at Canopius.
- Thank you Angus. Well, what a great discussion. We’ve covered just five of our key findings today, but there are plenty more in our 23-page report. You can download your own copy at the link on the screen, bit.ly slash cxcovid. And now it’s time to answer some questions from our great audience members, who have been sending in questions throughout our discussion. Let’s take a look at some of these now. [Q&A]
- Right, I think it’s about time to wrap this up. I’d like to thank our audience again for being so engaged during this session, and for all the questions you submitted. But above all I would like to thank our panel of Customer Experience leaders and experts. Marissa, Kaspar, Angus and Patrick -- it’s been a pleasure and a privilege to hear from you today. Thank you all, and I look forward to seeing you again at our next Precisely EngageOne panel discussion [Curtain]