11 Opportunities Serve yourself Get the best of both with hybrids Customers expect their questions answered quickly and their issues resolved e昀昀ortlessly COVID measures galvanized monumental societal change. e-commerce grew by orders – empower them to make that happen. of magnitude, and continues to do so. Touchless services such as curbside pickup and virtual interactions in banking and healthcare are now not only accepted by many, but By giving customers the ability to 昀椀nd answers to their issues without having to contact actively preferred, too. That’s why enterprises must innovate immersive hybrid experiences a representative, you streamline CX and better allocate human employees to more powered by technology to meet customers wherever’s convenient for them. complex issues. But employee needs have shifted, too—so achieve their hybrid workforce goals, O Self-service enables your business to provide online customer support that doesn’t organizations must be able to engage their “everywhere talent” as much as their C necessitate interaction with humans, so you can free up your teams to tackle the tough “everywhere customer.” That means accessing new and diverse talent pools and problems that let them shine (and delight your customers). You can achieve that through converging traditional commerce with e-commerce. At the center of all this is an evolving FAQs, online discussion forums, and a knowledge base, as well as chatbots with natural hybrid work model. he C language programming and a range of predetermined answers to common enquiries. “CCO, tear down this wall!” For t Cross-functional collaboration comes about when teams or individuals with di昀昀erent functional expertise unite to work toward a common goal. By removing the barriers to cross- functional operations, you boost employee satisfaction and sta昀昀 retention, which in turn boosts CX. Collaboration e昀昀orts can happen organically when a team or individual takes the initiative to reach out and work with another, but also when the organization is looking to leverage the skills of employees from disparate departments. Combining skill sets and experiences generates new insights and approaches, and holds the potential to forge novel ways of solving old problems. Cross-functional collaboration not only increases innovation, therefore, but also fosters a more creative environment, cultivates a culture of ingenuity and ownership over one’s work, and bene昀椀ts customers by delivering to them a wider variety of solutions. The CCO The VP of customer service The LOB GM The COO The CIO