In Full Force: Time to Thrive, not Survive

July 7, 20209min

As lockdown starts to ease after months of the world being turned upside down and everything coming to a halt, life will slowly start again. Children are being phased back to school, and shops and businesses are starting to open for commerce to recommence.

This is still a time of immense uncertainty for all: how will employees return to work in offices? Will the workplace ever be the same again? Will the UK suffer the worst economic recession that it has ever seen since World War Two?

Businesses will need to recoup money lost from the last few months of lockdown and re-evaluate their workforce. Do redundancies need to be made? How long will they keep employees on furlough?

It will be a mammoth task to approach but the areas that need to be addressed as a matter of urgency are – how to improve the customer experience and for businesses to look at their processes and operations to see how they can not only save money but also make money.

Now, more than ever is the time to invest in technology and evaluate your business processes and customer experience. Now, is the time to put measures in place to ensure you thrive and not just survive.

Time to Get Agile

The days of long development cycles are gone and Senior Managers are aware that they don’t have the time to procrastinate and need to deploy technology solutions that can improve their business and the customer experience now – there is no time to wait.

This can be achieved with contained trails and pilots and non-invasive solutions that don’t impact on the underlying technology but speeds up implementation and at the same time mitigates the risk.

Maintaining a Superior Customer Experience

You would assume that in a crisis such as COVID-19 customers would be more forgiving of an inferior customer service. Unfortunately, this is not true, even in a crisis competition is strong, in fact, it is probably stronger and the 24/7 demands of consumers have been more prevalent particularly in lockdown when customers are eager to receive their goods or services.

If you don’t provide a superior customer service you will not only lose business but your brand becomes in danger of being destroyed by negative comments on social media.

Providing an intuitive and seamless customer experience is paramount to not only your survival but offers you the opportunities to thrive and lead with differentiation.

Leading with Online Commerce

It’s likely fewer people will be going into shops in the foreseeable future and more will turn to online shopping, so it is paramount to ensure that your online commerce is seamless. It needs to be intuitive for customers and staff and must be slick from the ordering point right through to the delivery and the returns. The end to end journey must be flawless for you to compete effectively.

Outshine your competitors with Seamless Service

During COVID-19 a lot of organisations experienced high levels of customer enquiries that proved difficult to manage and respond to. Automation can be used to manage digital interactions and streamline operations to reduce costs and increase efficiencies without impacting on the business’s performance or customer experience.

An automation solution can reside outside the contact centre acting as a triage, processing large volumes of digital interactions such as email, web chat, social messaging or WhatsApp messages, presenting the agent with a single screen of all digital communications.

Enabling businesses to only allocate human agents to deal with real time urgent enquiries, handing over the other requests to the automation solution where it automatically reads content, context and sentiment and can respond automatically using set bespoke answers from templates. It can also prioritise, categorise and create queues and tickets for fulfilment.

The travel industry has been truly hit hard by COVID-19 and many travel and insurance companies have had an increase in transactional enquiries. Sunspot Tours & Mercury Holidays were inundated with enquiries from customers who wanted a refund or to delay their holiday until 2021. They deployed a solution to streamline customer enquiries with categorised, automated and prioritised responses.

Mercury Holidays has implemented a self-service functionality on their website using templates to provide the answers to general enquiries. Tickets were created so the enquiries could be prioritised and complex enquiries were routed to a contact centre agent to deal with the issue.

“In the most challenging business climate we have ever seen, the biggest gain for us implementing the INBOX is efficiency. We now have all enquiries coming into a single central point which enables us to prioritise them and deliver a seamless service. We have also automated the organisation of our workload during this hectic time and now have the ability to implement self-service for our customers which will lead to improved efficiencies and vast cost-savings,” Neil Whitaker, Head of IT, Sunspot Tours & Mercury Holidays

COVID-19 has demonstrated the importance of having a superior customer experience that is easy for both customers and staff. Even in unprecedented times, customers expect outstanding customer service, especially when there are competitors that are providing it. New entrants agile enough to adapt to new environments and recognise new opportunities have adopted new technologies and ways of working and have left traditional competitors behind.

Optimise and Re-align your Workforce

Further to lockdown businesses will start to see the benefits of enabling home working, with increased productivity, happier and healthy employees and cost savings on desk space. Many companies have of course had to relocate their contact centres so agents can work from home and are realising the potential cost- savings on real estate as an added advantage and also the fact that their contact centre can remain open and operational with agents based from home.

Get Creative with Automation

Now, is the time to get creative with re-engineering your business processes and utilising the latest digital technologies to blend humans and tech together to improve processes, the customer experience and deliver results.

The world has entered an unexpected change that may transform our working lives forever so it is time to discover new business models, streamline operations, processes and increase the effectiveness of customer engagement with disruptive technologies such as automation and artificial intelligence. The possibilities and opportunities are endless; it is all in the design.

Data Intelligence

Digital interactions provide an abundance of data that can be used intelligently to ascertain customer behaviour, seasonal trends, pricing structures etc, and target customers more effectively. More people are being appointed to manage data to ensure that it is utilised to make strategic decisions and not left to sit there unused.

Time to Thrive and Not Just Survive

Without a doubt, there are tough times ahead but seize this opportunity as time to thrive and not just survive. By taking the time to evaluate your existing business processes and customer experience you can improve them with the latest digital technologies such as automation and artificial intelligence. Come out of lockdown and be prepared to welcome in the ‘new normal’ and reap the results.

Jonathan Sharp

Jonathan Sharp

Jonathan Sharp is Director of Britannic Technologies.

Inform. Inspire. Include.
A free way to improve your business.

Customer Experience Magazine is the online magazine packed full of industry news, blogs, features, reports, case studies, video bites and international stories all focusing on customer experience.



UK Trademark UK00002648900

EUIPO Trademark 018131832

Contact Information

For article submissions:
Paul Ainsworth

For general inquiries, advertising and partnership information:
Tel: 0207 1932 428

For Masterclass enquiries:
Tel: +44 20 86385584

Customer Experience Magazine Limited
Company number: 12450532
International House, 24 Holborn Viaduct,
United Kingdom, London, England, EC1A 2BN


Find a job in customer support with Jobsora


cbd oil: where to get cbd oil cvs long beach blvd cbd freeze hemp vs weed cbd hemp cbd vs cannabis cbd inflammatory in a sentence cbd oil minneapolis consumer animals list cbd oil and type 2 diabetes amazon cbd oil 500 mg for sale cbd taffy best vape cbd oil quality cbd cbd oil 200mg cbd anti viral cbd oil and adderall interaction medical cbd oil for sale cbd oil sierra vista az metoprolol and cbd oil natures root cbd oil cbd tanks find out traduccion adelaide cbd living gummies cbd restaurants in new orleans cbd cbd oil legal in indiana cbd heartburn cbd what is cbd what to know source nail lauras mercantile cbd oil cbd oiis cbd oil legal apocalypse cbd strain what is it when cbd oil dosage for chemo side effects how to use cbd oil drops mechanism of cbd full spectrum cbd mct oil lord jones cbd review interleukins definition cbd oil michigan legal cbd or thc for pain cbd oil didnt work is cbd federally legal german cbd oil cbd pm it works side effects feeling the affects of cbd oil hash oil edibles how long does cbd oil stay good act dry mouth topical hemp oil for pain us hemp oil harlequin strain cannibis cbd oil anti weed memes cbd oil show in drug test median xl cube recipes cbd oil pomaga boreliozie king canine cbd

weight loss: weight loss supplement can you buy diet pills at 17 dna testing for weight loss magnetic earrings for weight loss best weight loss protein powder healthy bread for weight loss truvision weight loss before and after cornell student weight loss accutane weight loss weight loss toe ring jorge garcia weight loss 2019 viper weight loss pills preparation h for weight loss weight loss for menopause mj shahs of sunset weight loss yoga at home for weight loss best weight loss exercise weight loss pills prices is cheese good for weight loss best weight loss aid escitalopram and weight loss jorge garcia weight loss 2018 quitting drinking and weight loss does chromium help with weight loss is subway healthy for weight loss best apples for weight loss thyroid supplement for weight loss reviews ace diet pills slim and sassy weight loss program ashwagandha benefits for weight loss metabolic weight loss diet best android weight loss app nopalina weight loss best otc weight loss pill avocados weight loss ranked diet pills 12 week weight loss meal plan weight loss youtube hydroxycut weight loss supplements brazilian diet pills weight loss yoga video are cheerios good for weight loss indian walnut weight loss review truly chosen weight loss what weight loss surgery is best for me horseradish diet weight loss guava leaves for weight loss what does diet pills do to your body limes weight loss weight loss product on shark tank what are the best pills for weight loss capsicum for weight loss buy ace diet pills adipex weight loss pills reviews the best diet pills 2017 protein world weight loss low fat diet and weight loss lifestyle changes for weight loss best garcinia cambogia products emma watson weight loss diet

male enhancement: how long does cialis last testoboost reviews sildenafil contraindications how to make viagra cetaphil men blocked feeling when ejaculating prostate pill does penis hanging work cheapest caverject how to get a big dick safe place to buy cialis online how to build testosterone levels medical penis pumps how to tell if testosterone is low male erect penis what is considered a large penis size best penile traction device stretch your penis average male penis size erect where can i buy zytenz over the counter jelqing scientific study male sexual prime average dick size america foods to increase sex drive average penis size for 16 year old young hardons xanax sex drive best focus supplement walgreens viagra viagra and blood pressure online viagra reviews how to make my penis grow viagra for sell testosterone in food niacin rush bath mate amazon prime commercial actors rock hard male enhancement review how to use a penis sleeve sildenafil side effect get well soon sexy sex pill reviews the truth division snopes viagra forum penis sore after sex prescription energy medication i have a pimple on my dick alpha prime gnc strong sex erectile dysfunction pill 1 andro results canada medicine shop amazon optimum nutrition yellow m pill pmd methyl andro review ginkgo biloba for sex all night long male enhancement andro medical term do male enhancement pills actually work penis bow

vape: monthly vape boxes uwell fname charging no coil vape why doesnt amazon sell vapes vape out sigelei fuchai chip 51 vape clifton park refill e cigarette cartomizer devils punch bowl vape voopoo mojo custom vape setup for big clouds fda recalls e cigarette liquid vape craze pleasant valley vape juice brands pax vape smell protection atomizer short vuse vapor tfv8 baby beast glass vapor tek bauer vapor x90 skates flavr vapor lounge g150 smok vapor genie review one hit wonder vape juice cheap vapor pressure can be described as cherry vape drip tips carry on regulations ecig what wattage to vape cbd e liquid e cigarette battery types ecig forum fda and vaping vapor rub for cough new vape pen colorado vape pen cartridges new coils taste burnt whats the best rda best flavor tank 2017 empty 510 vape cartridges wooden vape mod ceramic coil sub ohm tank mag kit smok box ecig mods smok g xname 2 kit xname edition ecigs mods smok osub baby 80w vapor flavors with nicotine smok stick v8 carbon fiber edition e cigarette no nicotine amazon uwell crown rda kit standard farms vape pen instructions voopoo xname smok nord pods voopoo drag button not firing vaporizers prices voopoo kits uwell rafale taste review drag voopoo charging mawmawhs house vape juice mods vape voopoo voopoo drag pc software pictures