2020 was a pivotal year, with COVID-19 profoundly changing the ways we live, work, and transact. And in many industries, the trends brought on by the pandemic-physical distancing, limitations on non-essential services, and new health and safety regulations-will only continue to define how businesses operate.
Supply chains, for instance, have yet to fully rebound in industries like manufacturing and retail-especially where operations are tied to virus hotspots. Meanwhile, banking and healthcare call centers are struggling to process the spike in phone traffic as services are reduced at branches and clinics. In education and government, organizations have had to shift many of their activities online and create effective learning environments and citizen services.
As a result, customer experience (CX) has arrived at a turning point. For years, companies have made gradual progress with digital transformation; now, the pace must quicken. Those experiencing revenue gaps from closures or reduced foot traffic can no longer delay reinventing their customer-facing apps and portals, and organizations in all industries must prepare to meet changing demands.
In this ‘Modernizing the Customer Experience‘ blog series, we’ll take a closer look at how certain industries are evolving digital customer experiences in response to the COVID-19 pandemic, the challenges these organizations now face, and how Okta can help them create the customer experiences of tomorrow.
The silver lining
First, some good news: this new era for digital will likely bring more engaging and secure experiences to customers around the globe.
Taking the wisdom earned in earlier stages of the pandemic, forward-thinking leaders can note the changes and initiatives that improved customer and employee engagement, business agility, and profitability-and continue them with greater focus. Not only that, but as customer expectations ebb and flow between safety and convenience, businesses can thrive by adjusting their policies and processes to balance the two.
Still, trust counts for everything. Customers expect businesses to protect their personal information in a way that doesn’t constrain how they use an app or service. Organizations that make their customers feel comfortable enough to share personal information can turn data insights into digital experiences that authentically gauge peoples’ interests and needs, thereby increasing loyalty.
To accomplish that, businesses need to provide user-friendly services that honor privacy and data security. Using the latest technologies to build these competencies into your digital experiences is the only way to stay ahead of the curve.
With every challenge, there’s opportunity
In many industries, the pandemic has caused an array of CX challenges that must spur digital transformation. Here’s a snapshot of what we’re seeing across sectors:
For government agencies, the pandemic has illuminated a long-standing challenge around lagging digital services for citizens. Now, local and state agencies have a mandate to expedite digital offerings, and we’re seeing more information sharing between agencies and with the public.
Moving forward, agencies need to build the infrastructure to provide efficient services online. Security is an essential part of this infrastructure, as agencies must mitigate the risks involved with new depths of exchange between partners and public and private domains.
As classroom learning shifts online, educationalinstitutions need to deliver new, high-quality digital environments for students and teachers. This means quickly onboarding and…