CX Trends in Europe 2022 (6): Teams look to adapt quickly and work smarter

In an increasingly decentralized (working) world, companies have to rethink the way in which they can intelligently organize the collaboration of distributed teams. Regardless of whether it is a matter of keeping an eye on their performance indicators, staying in contact with their colleagues or feeling supported by their company: many employees still lack the right tools to work in this new and often spatially dispersed world of work to be successful. For example, the report found that 49 percent of customer support staff in Germany said they didn’t have the right tools to successfully work from home.

The vast majority of teams are navigating new tools and processes.

Fig, 1. Which tools or processes has your team started since the COVID-19 outbreak (Percentage of surveyed CX managers)?

With ongoing volatility, service and support teams need to find ways to keep up with their customers. The ability to quickly adapt to changing customer needs has been cited by customer experience executives as the biggest challenge in 2020 and a top priority for years to come.

Fig 2. Investment in internal help desks is forecast to double post-COVID (Percentage of surveyed tech decision makers)

OTHER SELECTED CHARTS IN OUR SERIES OVER THE NEXT WEEKS

• (1): Messaging gets a boost
• (2): Digital interactions in Europe and the UK surge to all-time high
• (3): High-performing companies are more likely to have adopted omnichannel support
• (4): In uncertain times, agility is key
• (5): When it comes to adding tech, it’s adapt or get left behind

• (6): Teams look to adapt quickly and work smarter

• (7): Companies take to flexible work
• (8): AI remains an underutilised tool
• (9): Most companies don’t have access to the most common types of customer data
• (10): High performing support teams boost efficiency by using more workflow management tools