Silicon Valley has talked about software disrupting customer experiences for decades. In the end, it was surprising that an actual virus, not a viral app, became the customer experience disrupter of the century. COVID-19 unleashed unprecedented stress on physical and digital businesses alike. It increased the complexity and volume of customer inquiries across nearly every business vertical — and shifted all of these inquiries into the digital realm. Today, we don’t need software to disrupt customer experiences. Software is our best hope to stabilize them.
Just when customers needed faster service and more compassion, the websites went down and the hold times stretched to hours. Today, companies are scrambling to mobilize additional human resources while COVID-19 cases continue to increase and offices remain closed. For example, Lululemon is reassigning 800 workers from its retail stores to the contact center. Alorica, a business process outsourcing company, recently announced 4,000 new jobs