Customer Experience Challenges in Pandemic Times

Survey of more than 4,000 consumers from the US, UK, France and Germany shows organizations making strides in CX despite challenging times; points to rise in use of online options

• Sixty percent of consumers report improvements in customer experience (CX) since the pandemic, indicating businesses recognize the importance of CX and are responding.

• Telephone and email remain prevalent with digital gaining momentum as consumers plan to increase usage of chatbots, virtual agents and self-service, even post-pandemic.

• Customer experience rated highest in retail followed by healthcare, with government showing greatest need for improvement.

The results of new research from Mitel®, a global leader in business communications, offer encouraging signs for CX and point to areas where IT decision-makers should prioritize improvements as they look beyond today’s challenging business environment. The research polled more than 4,000 consumers in the United States, United Kingdom, France and Germany to gauge the pandemic’s current impact on CX, anticipated effects, and identify opportunities for organizations to better meet customer expectations now and exceed them longer term.

Methodology
The survey was conducted among 4,000+ consumers in the US, UK, Germany and France who use or have used customer services. The interviews were conducted online by Sapio Research in July 2020 using an email invitation and an online survey.

Download new research to get a glimpse into the consumer perceptions of how well organizations are meeting their expectations around CX and learn why keeping the status quo isn’t an option for contact centers.