Gartner Research

非常事態下の顧客応対業務を再点検することで得られる多大な利点

Published: 15 September 2020

Summary

営業/販売など、顧客との直接対面を前提としていた業務では、新型コロナウイルス感染症が招いた非常事態によって非対面での代替的手法の採用を余儀なくされたが、同時に、これを通じて得た知見やスキルが、今後も発生し得る不確実な事態への備えとなった側面もある。本リサーチノートでは、今回発生した対応を含めて顧客応対の在り方を総合的に見直し、非常事態下であっても高度なカスタマー・エクスペリエンスを実現するために必要となるアクションを提言する。

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Analysts:

Kensuke Kawabe

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