The report's findings confirm service providers in high-touch industries are responding to the evolving expectations of their employees and clients by investing heavily in a digital service solution and Moxo's rebrand signifies its commitment to meet the needs of these organizations with an an all-in-one solution as it continues to pioneer the engagement space. 74% noted their clients are all located in their regional vicinity. However, most service providers aren't taking action. 85% of clients would consider using a service provider outside their geographic area and employees agree – 90% believe it would be beneficial to engage with clients outside their region. Digital offers geographic expansion opportunities as both clients and talent are open to remote collaboration.Almost three-quarters of employees (73%) believe digital solutions will be extremely important to improve business efficiency and 60% believe they will be extremely important in enhancing client service delivery and account management moving forward – underpinning the need for a comprehensive approach to manage workflows. Service providers are responding to client demand by investing in digital but the opportunity exists to consolidate and automate routine processes and tasks.This challenge has only worsened, as 63% of employees and 64% of clients felt the same in 2020. Over two-thirds of employees (67%) and 72% of clients believe their company uses so many different digital tools and technologies that create bottlenecks and make certain tasks more complex. Clients and employees suffer the effects of digital fragmentation, with disjointed service delivery across many tools and channels being a major pain point.In 2020, a similar percentage (89%) agreed with the statement.
90% of clients agree their preferred method of communication when asking questions about account/business transactions is digitally (via a designated client portal), rather than scheduling an in-person appointment or phone call.
Clients demand digital service delivery, even when hybrid and in-person options are available. Key findings around employees and client expectations include:
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To download the 2022 Digital Resilience Report visit the Moxo resource library here.
To better understand how businesses are addressing these challenges and what opportunities for improvement are available, Moxo surveyed 1,500 clients and 1,500 internal- and external-facing employees across three high-touch industries: finance, real estate and legal. The 2022 report's findings reveal the digital-first nature of today's world, especially for high-touch, client-facing businesses. The rebrand reflects the evolution of the company's offerings from a collaboration solution to a OneStop Interaction Flow solution that supports the entire interaction lifecycle of high-value client management.Īlongside the rebrand, Moxo is releasing its 2022 Digital Resilience Report. CUPERTINO, Calif., Ma/PRNewswire/ - Moxtra, the industry's leading client interaction solution provider, announced today a new brand identity and name – Moxo.
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