Digital empathy happens when companies ‘listen’ to customer behavior across channels, learn from it and apply their knowledge to improve a customer’s digital experience.

The study found that the number of channels agents are balancing is the second most common stressor (67%), just behind the amount of paid time off they receive (75%).

Digital-first customer service doesn’t mean ‘digital only,’ or that the first channel the customer uses will be the most effective at solving his or her issue.

A great customer experience results from combining (1) knowledge with (2) time savings in a way that (3) fits the customer’s personality.

Few can truly rebuild, but you can get on a cohesive path instead of just adding the next channel in isolation.

‘Future-ready’ includes the capability to deliver superior service by whatever channels members choose to reach their credit unions.

If tools aren’t supporting your agents, your agents cannot support customers.

Empower agents to provide insightful, proactive service by unlocking the power of customer data.

 

Customers expect the same level of service no matter how they contact you. They don’t view your brand as a series of channels, rather they see it as one cohesive unit.

There is a lot of power in being able to jump in and help shape the customer journey to be more direct and with less “turbulence.”

Companies still view their products and services as point solutions instead of thinking about the entire ecosystem that the devices live in.

It’s important to ensure that whether it’s the human interacting with the customer, or it’s the digital interaction, or it’s the bot, your customers are getting the same answers across all channels.

The mobile app keeps employees connected to goals, policy and culture—all those important aspects of a company that you sometimes don’t get to participate in when you work from home.

Expect to see businesses expand the role of the contact center as a competitive differentiator, with increased investments in technology modernization to deliver exceptional customer experience.

Visual guidance such as diagrams, forms, pictures and live videos will slowly supplant more sterile voice or text interactions.