The New CX Mandate Report

Insights & Predictions of 1,500 Customer Service Leaders

Customer expectations rose through the crisis, as 71% of customer service leaders in the US saw increased overall contact volume since February 2020. Customers are opting more and more to do business online. Contactless customer service is now key to retaining customers and addressing rising customer churn.

Thankfully, budgets have increased as well. 53% of customer service leaders in the US have seen increased budgets when compared to 2019. Customer service leaders have turned to technology to boost productivity and performance. Investments in live chat & messaging, measurement & analytics, and self-service have seen a considerable increase this year.

2021 will be about agility

59% of customer service leaders in the US expect remote work to become a staple of office life. Over 74% of leaders expect a continued rise in contact center volumes through 2021 despite physical stores reopening. Customer service leaders should enable their teams to be agile and work from anywhere. Implementing remote-ready technology is the way forward.