The steps Pendragon took to meet changing customer needs
The Covid-19 pandemic forced organizations to realign customer service channel priorities with changing consumer demands
The options available to customers who want to interact with brands have increased dramatically since the outbreak of the Covid-19 pandemic in 2020. This change has forced companies to review their customer engagement channels as they look to leverage the latest IaaS offerings and develop cloud-native applications with DevOps tooling.
During her fireside chat at CX Network Live: Customer Self-Service 2022, Kim Costello, chief marketing officer at UK-based automotive retailer Pendragon, revealed how the company was forced to pivot its customer service strategy due to the pandemic, opting for solutions designed to improve customer engagement within its brands.
Advocating for a cloud-based approach to future contact center operations, Costello said Pendragon had to adjust its approach to customer service by reviewing both its own and third-party data on consumer trends in a post-pandemic world, revealing that customers have become more willing to be digitized than they were prior to the onset of the pandemic.
