Since the outbreak of the coronavirus COVID-19, consulting firms, think tanks, institutions and industry bodies have published reports and studies on the impact of the virus to industries. By now, it is clear to all that COVID-19 is impacting entire industries, driving them to uncharted waters and directly disrupting their business plans and in cases affecting spending on IT and technology.
Recently, while searching the internet about customer support and satisfaction, I come across an article about “Customer Service Stats for 2019” (https://www.customerthermometer.com/customer-service/customer-service-and-satisfaction-statistics-for-2019/). In this article statistics and studies were shown from various companies (i.e. Microsoft, Gartner, etc.) talking mainly about customer experience.