CX & Customer Contact Resilience in light of the COVID-19

As the pandemic involves industry professionals face an ever-changing landscape of navigating challenges and demonstrating resilience to engage and retain customers at this critical time.

At CCW Digital Europe we spoke with two industry thought leaders to hear their insights on the impact of COVID-19 on Customer Experience and their key takeaways on the shifting circumstances. Download the full interview piece above or view a short introduction to our expert thought-leaders below.

Petra Mengelt, Head of B2B - Business Relations | Mash

“I’ve been with Mash for eight years, and it’s been quite an experience and a journey. When we started we were heavily focused on the customer experience, until we began to appreciate that the business relationships with other companies are as important as the relationships to our customers. Yet, I always say that I’d like to throw out the title B2B and say no business does business with another business. It’s person to person and it’s people who actually communicate.

I am having sort of two crises at the moment, Covid-19, and what it will bring either directly or indirectly to us, and then the other is the economical one. Let’s at least use the remote time in the most productive way we can, and learn to meet our employees and customers online and remotely.

Whether it’s online or face-to-face, Customer Contact is still communication and interaction with people. I’ve always been very passionate about customer and employee experience and understanding how people really feel about your company. You can polish your brand, but if it’s not taken care of, you can say goodbye to a recurring relationship with your business relations or with your customers”

Martin Hill-Wilson Emotive CX mentor - Customer Service & AI Engagement Strategist - Chair & Keynotes - Value Driven Assignments | Brainfood Consulting

“I’ve been involved with call centres and customer service, since the early80s, when I was involved in an organisation which was putting in the first generation of call centres and running BPOs, and then, a customer consultancy on the back of that. 

I then spent ten years in systems integration focussed on customer service and CX technology.

For the last decade, I’ve been running Brainfood Consulting, which is my own business. I offer a mixture of keynotes for customer events, webinars, conference chairing andconsulting assignments. Recently I have been innovating around Emotive CX, running six-month planning courses and two-day upskilling courses which have been growing fast.”

So what should be the main focus for Customer Contact now in these uncertain and uncharted times? How are you navigating these challenges? And is AI the safest way forward for companies?

Download the full interview piece here for to read both Petra and Martin’s insights as we take a deep dive into how Customer Contact and CX leaders are adjusting and continuing to deliver seamless experiences.