Results for : COVID-19

Strange Days: Reimagining “Public”

As we reflect on the past few months, make the best of our current situations, and look toward the future, we introduce a series that reimagines public spaces and how we navigate within them. I run along the Reston stretch of the W&OD (Washington and Old Dominion) trail a few…

Ticket to the Future: Smarter Feedback Management

Ticketing systems are nothing new. It’s easy to envision pulling a ticket at the deli counter, waiting for your turn to be served. The idea was quickly adopted by the tech world to ensure a systematic follow-up for all incoming requests. Now, ‘ticket’ in the world of business nearly always…

How the Coronavirus Crisis is Impacting the Rise of Online Business

Over the spring months of 2020, the world faced an unparalleled crisis. The coronavirus pandemic made a huge impact on everyone’s lives, in more ways than one. Many industries experienced a drop in sales as the public found themselves considerably worse off financially. But for the e-commerce sector, it was…

Four Ways Automation Has Helped Us Cope with the Coronavirus Pandemic

For most of the year 2020, we have been experiencing a global-scale pandemic, and it is safe to say COVID-19 has had a substantial effect on many people’s lives. As our priorities shifted to protecting ourselves and others from the virus, our daily habits also changed. We transformed the way…

Strange Days: Quarantine Decisions

So how much longer are things going to be like this?  I’m going to guess about another six months. Does this make me sound optimistic or pessimistic? At this point, I’ll just call it realistic.   The New Normal Like many others, I have been under quarantine for most of 2020,…

How is COVID-19 Changing Customer Effort Offline?

For many, business has changed dramatically during COVID-19. We’ve seen a fresh perspective on simplifying customer effort online. Friction is all the more frustrating when people are feeling stressed or uncertain. Brands have also been forced to rethink how they are managing customer effort offline, too. This second-part to our…

Six Ways The Coronavirus Lockdown Is Shaping Media Consumption

At the start of 2020, many outlets shared their predictions on media habits in the year ahead. Kantar, for example, foresaw a battle between streaming platforms. Despite the accuracy of some of their predictions, no one anticipated the reality: a pandemic leading to quarantine in multiple countries across the globe. By…

Will Customer Effort Score Be the Next Best Predictor of Success?

Customer effort matters. That’s not new. However, in 2020, there’s added benefit in making customers’ lives easier and reducing risk. In the midst of a pandemic, simplifying online and offline customer experience is a great way to win business and brand loyalty. It’s simple: “Customer effort is the strongest driver…

OFH: Starting a new job mid-pandemic

Being the new hire at a company can be difficult. Meeting coworkers, learning new skills, and finding your way around an unfamiliar office all at the same time is a daunting task. However, as a recent hire at SoGoSurvey, my onboarding experience looked a little different. I learned the platform,…

Strange Days: Bank on Uncertainty

Are we there yet?   Not too long ago, many of us saw these strange days as a short-term inconvenience -- an odd twist that would eventually work itself out.   Today, very few people see the world this way. Instead, the new normal is chasing us into a new…

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