Research Overview

Highly proactive and engaging interactions create positive experiences. The COVID-19 pandemic has placed even more emphasis on these interactions, as customers expect organizations to be empathetic when responding to queries and providing resolutions in an efficient manner. However, lockdowns and other physical restrictions have established the challenging nature of delivering exceptional customer service in recent times, and organizations have had to find ways to improvise quickly.

Data, analytics, automation, and digital solutions have reshaped the ways organizations interact with their customers; as a result, organizations are modernizing how they manage the CX across all channels of communication. This insight explores how 5G, the next generation of wireless network technology, will help companies achieve CX goals. Case studies are provided to illustrate the value of 5G.