The COVID-19 pandemic forced many companies to rapidly migrate to digital technology to support employees and customers who were quarantined at home. In fact, studies show that in 2020, we vaulted five years forward in consumer and business digital adoption in a matter of around eight weeks.

As a leader in automated customer interaction technologies, SkyCreek helped many companies scale and optimize their digital communications to keep pace with what was needed—and expected—by customers during the pandemic. And now, according to a recent McKinsey & Company article, these changes in customer experience could revolutionize the service industry, weeding out companies who can’t be agile, digitally advanced, and data-driven.

This article shares important elements that companies need to know as they continue to move forward on digital transformation for their customer operations, including:

  • Automation: as technology rapidly accelerated in these last few years, customer operations are finding they can speed up their processes with efficiency and collaboration.
  • Analytics: with the digitization of customer operations, companies are able to collect detailed metrics to inform their strategies and tactics.
  • The future is online: customer service is moving away from phone and human connection, rather the focus will be on AI and online experiences.

Learn more and read the article about the latest industrial revolution in services.