What Does Customer Service Look Like in a Pandemic World?

Thursday, November 12th - 11:00 am PST

Discover key insights that your enterprise can use to stay ahead of new consumer expectations in a post-COVID-19 world

Blair Pleasant

President & Principal Analyst of COMMfusion LLC

Michael Rose

Senior Director, Brand & Corporate Communications of Five9

The unforeseen events of the global pandemic will have long-lasting effects on customer service. It has forced consumers to behave in new ways and now is the opportunity for your enterprise to position itself at the forefront of these new behaviors.

As a result, Five9 has partnered with recognized polling firm, Zogby Analytics, to discover how thousands of consumers currently rate their customer experiences in a pandemic world.

Join Contact Center Analyst, Blair Pleasant and Michael Rose, podcast host of That’s Genius!, as they review a special edition of the 4th annual Customer Service Index (CSI) and reveal key insights that your enterprise can use to stay ahead of new consumer preferences in a post-COVID-19 world.

In this live webinar, Blair and Michael will discuss:

    • Insights into how COVID-19 has changed consumer behavior

    • Whether CX has improved in a digital-first, pandemic world

    • Ways to stay ahead of new expectations beyond 2020

In today’s digital era, consumers are rapidly continuing to switch from offline to online — and the contact center may be the only time your customer interacts with your business. According to a McKinsey report, the number of digital touch-points is increasing by 20% annually across the customer journey as more offline consumers switch to digital tools and younger, tech-savvy consumers enter the market. As a result, it is imperative to master the customer journey in order to gain insight into your customer’s pain points along each and every touchpoint across the journey. These insights will allow your enterprise to focus on contact center pitfalls that will have the most impact on your customer experiences and therefore, enhance customer loyalty and retention. On February 6th at 10 AM PST, join our experts as they reveal 3 proven ways to master the customer journey to deliver seamless customer experiences. This webinar will cover: • How to be where your customers are • How to improve agent performance • How AI humanizes the customer service experience

Register
Thursday, November 12th - 11:00 am PST