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Customer experience (CX) leaders have been turning to technology to improve customer interactions for years. But those initiatives accelerated and became transformative in 2020, as agents moved to their home offices and interaction volume increased or became extremely volatile, according to our Customer Experience Transformation: 2020-21 Research Study of 700 organizations in North America, Western Europe, and Asia-Pacific.

As our research participants—many initially skeptical—realized the benefits of work-from-home (WFH) policies, more than half have decided to continue with WFH indefinitely. Not surprisingly, CX leaders are re-thinking how remote agents can deliver the best possible customer service, particularly with investments in Artificial Intelligence (AI), changes in hiring strategies, sales quotas and other Key Performance Indicators (KPIs), and changes in outsourcing of agents.

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Robin Gareiss

Robin Gareiss is CEO and Principal Analyst at Metrigy, where she oversees research product development, conducts primary research, and advises leading enterprises, vendors, and carriers focusing on customer experience and engagement, digital transformation, and contact center.