08 Jul 2020
4 mins read
Every profession goes through its gradient, the current decade has given a new meaning to the customer service representative. Across the globe, with the advent of technology, internet, IoT, etc. a substantial shift has happened towards the online purchase of goods & services, be it B2C or B2B. To add fuel to the fire, the current pandemic & environmental challenge has shifted the entire goalpost of expectations. Today’s CX representative is expected to be the maven advisor and not just a support mechanism.
There is a massive shift in customer expectation for Gen X, Millennial (Gen Y) and Gen Z as seen below:
How does the definition of customer experience change for today & tomorrow!
Customer experience representative must be the Maven
Why do service providers need to give heed to this new breed of consumers?
About the Author
With over 2 decades of experience under his belt, Pranav leads the Solutions and Marketing team at Business Process Services. He has a strong background on strategic and tactical expertise in global operations and brings in transformative & innovative solutions with him. He has been instrumental in Hexaware’s exciting journey of exponential growth.
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