If we had to choose a 2020 word of the year for service organizations, it would be “adaptability.” Companies everywhere, regardless of industry, had to adapt to deliver the same level of support, but from a distance. They had to rethink technology investments and move faster than ever to implement them. And that won’t change with the stroke of midnight on December 31st.
The good news? This year gave us a crash course in preparedness that should prove useful well into 2021. As we all navigate the season of reflecting and planning for the future, IDC Research Director Aly Pinder Jr. joined Aquant on a recent webinar to discuss the three biggest challenges service organizations will face in 2021—and what you need to know to overcome them.
- Customer Expectations are Higher than Ever
That’s a statement likely to keep even the most experienced service leaders up at night. But it’s also a statement full of opportunity.
“What’s interesting is, if I look back two to five years ago when we thought about technology investments, a lot of it was around operational efficiency—let’s get the right tech to the right place faster,” says Pinder. “In this COVID environment, it’s much more tied to how we can more intelligently get the right answers to the right questions to solve the problem.”