The impact of COVID-19 has brought unprecedented disruptions in human lives. Accordingly, it has transformed consumer behavior as well. Customers and technologies are evolving, and so are customer experience (CX) and customer relationship management (CRM) strategies. Technology advancement and digital transformation are critical drivers of the everlasting customer revolution. Customers today are more tech-savvy, well-apprised, and dynamic. Gone are the days when customers preferred price or product; CX will take over price and product as the key brand differentiator. Today it’s all about CX and the time has come to redefine it. As a result of the COVID-19 crisis, companies are redefining their strategies and reevaluating their CRM systems to enhance CX and employee experience (EX), ultimately driving customer experience. Retail and CPG companies must have a strong CX strategy to be an industry leader, including a next-generation CRM system. Critical trends are emerging in the CRM industry, including customer experience, artificial intelligence, analytics, mobility, data management, user friendliness, integrations, digital, and self-service.
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