“In this new landscape, organizations in client-facing industries face particular challenges, including building strong client relations in a remote work environment without depending on face-to-face interaction and ensuring sensitive information is shared in a secure manner. “We now live in a digital-first world where business customers expect to be able to access high-value service quickly via technology,” said Leena Iyar, Chief Brand Officer for Moxo. The report’s findings confirm service providers in high-touch industries are responding to the evolving expectations of their employees and clients by investing heavily in a digital service solution and Moxo’s rebrand signifies its commitment to meet the needs of these organizations with an an all-in-one solution as it continues to pioneer the engagement space. 74% noted their clients are all located in their regional vicinity. However, most service providers aren’t taking action. 85% of clients would consider using a service provider outside their geographic area and employees agree – 90% believe it would be beneficial to engage with clients outside their region. Digital offers geographic expansion opportunities as both clients and talent are open to remote collaboration.Almost three-quarters of employees (73%) believe digital solutions will be extremely important to improve business efficiency and 60% believe they will be extremely important in enhancing client service delivery and account management moving forward – underpinning the need for a comprehensive approach to manage workflows. Service providers are responding to client demand by investing in digital but the opportunity exists to consolidate and automate routine processes and tasks. This challenge has only worsened, as 63% of employees and 64% of clients felt the same in 2020. Over two-thirds of employees (67%) and 72% of clients believe their company uses so many different digital tools and technologies that create bottlenecks and make certain tasks more complex.
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