Chat: The Future of CX?


The Role of Chat and Messaging in a Post-Pandemic World

COVID-19 has caused massive disruption to businesses and individuals worldwide, forcing everyone to change how they operate and how they live.

Evidently, this pandemic has expedited the digital journeys of brands more than their CEOs and CIOs have achieved in years. One of the emerging trends is Chat and Messaging, becoming the support channels of the future. And for a good reason, as they are easy to deploy and customize for a remote and work-at-home environment, which will be the “new normal.”

Many brands are now utilizing Chat and Messaging platforms to create a richer customer experience while merging it with the safety of their work-at-home employees on these digital channels, creating a win-win situation.

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Path to the New Normal

The COVID-19 outbreak has changed the way we work, study, have fun, and connect. Once this crisis is over, we will finally get back to normal. But, in the face of how we are living and what we are experiencing today, how can life ever be what it used to?

This moment is the perfect time to collectively reflect on the lessons learned as we reinvent what normal will look like from now on.

“Path to the New Normal” is a weekly Leader Insights Roundtable Digital Event Series, featuring industry and Teleperformance experts. They will be delivering key learnings around topics such as Work-at-Home, Automation, "What’s Next" in Customer Experience, Digital Sales, and more.

Organized and curated by Teleperformance in cities across Europe, North America, Latin America, and Asia, our roundtable sessions, which focus on advice and guidance in particular fields, are an excellent opportunity for business leaders to meet with industry subject matter experts.

The Role of Chat and Messaging in a Post-Pandemic World

As consumers become more and more connected in the digital world, they expect answers straight away.

Brands have to keep up with this pace while building high-touch, meaningful relationships with their customers through empathy and positivity on each interaction.