The COVID-19 pandemic is fast-tracking the digital transformation and has changed the way customers interact with businesses, forever. Today, we welcome Andrea Paul, Director of Research at Kustomer, and Vikas Bhambri, SVP sales and CX at Kustomer with more than 20 years in the CRM Contact Center world, to discuss the effects of these challenging times for customer service organizations. Andrea and her team went out and surveyed CX professionals across a variety of industries to understand how their businesses and teams are being impacted, how they are adapting, and what customers are expecting. Join the full conversation for hard data and an in-depth discussion on how businesses can succeed and the role technology plays to achieve efficient customer service.

What 80% of Customer Service Professionals Need 6:49
Is automation the answer? 12:18
Remote work 18:31
What else is holding people back from being effective? 19:55
How Andrea would coach customer service leaders based on her research 26:53

“Almost every company that we surveyed did say that the vast majority of their employees were fully remote now, which makes sense where a lot of states are still in this lockdown. But 34% of the respondents were reporting difficulty working remotely and 23% did say they didn’t have the tools in place to actually do it, which is huge. It’s like 'I’m being forced to work remotely, but I physically cannot do it.’” 18:58