Respondents said customer experience is suffering because remote-working staff are not able to share information with colleagues quickly.
A new research report from Adare SEC (An Opus Trust Communications Company), which has a site in Huddersfield, reveals a widespread concern amongst UK businesses that remote working is putting the customer experience at risk.
Integrated customer communications specialist Adare SEC conducted research amongst 250 senior-level decision-makers to gauge current strategic thinking relating to customer communication management in the post-pandemic era.
80% of respondents believe that the customer experience is suffering because remote-working staff are not able to share information with colleagues quickly.
This is just one of many key findings analysed in the new, freely available report – ‘Customer Communication Strategies in the new normal – pain-points, priorities and ambitions’ – which also presents the latest thinking on issues such as communication cost-drains, strategic communication priorities, barriers to digitisation and more across 14 pages of insight.
Tony Strong, CEO, Opus Trust Communications comments: “This report is quickly out of the blocks to benchmark current attitudes to customer communication management in the new era. Remote working and dispersed workforces present a whole new set of challenges to businesses and this is a key theme to emerge in the report.
“Additionally, the report reveals that despite a strong desire to embrace digital transformation, the anchor of legacy processes is thwarting integrated customer communication ambitions for many. The report makes for essential reading for anybody involved with customer communication strategy.”