During the Pandemic, Companies Have Become Increasingly Dependent on the Cloud to Deliver CX, and this Trend is Likely to Gain Further Momentum
The COVID-19 pandemic wreaked havoc in 2020 and continues to harm people, businesses, and economies. Accelerated vaccine deployment, a strong rebound of consumer demand, and faster service sector recovery can enable full GDP recovery by mid-2021 (optimistic scenario). In case of multiple fresh outbreaks, lockdown extensions, and delayed vaccine administration, full recovery will be postponed beyond 2021 (pessimistic scenario).
Owing to the ongoing healthcare crisis, some sectors (travel and hospitality, manufacturing, retail, and transportation) are finding it difficult to deliver an excellent customer experience (CX).
Study Coverage
The objective of this study is to measure the current use of and the future decision-making behavior of businesses pertaining to information technology (IT), especially in terms of contact center solutions across various industries, business sizes, and regions. Specifically, the study provides data about adoption drivers and restraints, deployment plans, perceived benefits and concerns, and allocated budgets pertaining to technologies and tools related to contact center/CX management.
The key Asia-Pacific countries covered as part of this research are Australia, China, India, Japan, and Singapore.
The study will enable your organization to:
- Understand the impact of the COVID-19 pandemic on IT solutions decision making (contact centers, in particular)
- Comprehend the IT-related challenges organizations face today
- Discern the status of the digital transformation
- Understand the adoption trends of transformative technology solutions and their impact on customer experience
- Appraise available budgets for different areas of transformation
- Deep dive to understand the trends impacting the customer contact industry
- Comprehend the changes brought about by the ongoing healthcare crisis
- Interpret the current and the future use of contact center technologies
- Evaluate factors that drive investments in contact center technologies