How The Operating Model For Service Management And CX Is Having To Change

9th September 2021

Service innovations that challenge legacy thinking – Developed in association with Arise

You don’t need us to tell you that 2020 has been a year like no other. But with lockdowns lifting, there are some feelings of cautious optimism that we may be coming out the other side. For businesses, of course, the reality is very different. Some have thrived: home delivery firms and a wide range of food retailers for example. Others haven’t made it: the gloomy numbers reported daily are no longer just infections, but also job losses and closures with travel, hospitality and high street retailers hit particularly hard.

The need for change has been thrust upon us. Customer expectations have changed with even more reliance on online and self-service, coupled with customers’ own concerns about safety. Old models of service delivery that have largely served us well now need re-thinking, re-shaping or throwing out altogether.

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