The Possible CX Implications of the new Trump Presidency

Nov 14, 2016

 Here are four potential customer contact and customer experience (CX) implications of the Trump presidency, based on election promises and post-election statements:

  1. If the changes promised by the President-elect and the GOP-controlled Congress generate more domestic growth there will be more consumer demand, and consequently increased use of contact centers and retail shopping as a result.  Yet, as noted later, it may not necessarily lead to significantly more customer contact employment.
  2. At the same time there are risks of economic uncertainty as trade agreements and relationships are reviewed and pressure grows to limit imports, which may drive up the costs of consumer goods.  There also is the potential of trade wars. Should these events happen, without the offset of policies that increase jobs and incomes, economic growth and consumer demand could suffer. That could mean fewer contact center and retail jobs.
  3. A slowing of customer contact offshoring through possibly a lower U.S. dollar, strengthening offshore economies, competitive brand shaming, and political pressures.  But organizations may not necessarily create many more contact center jobs onshore. Instead they may continue to automate more of their customer engagements, just as manufacturers and distributors are automating their processes to stay competitive, aided by pro-business policies.  
  4. There will likely to remain some form of across the board health insurance for employees, including contact center agents and supervisors and retail staff.  A big benefit of Obamacare is enabling flexible part-time, on-demand, and contract work by removing the threat of huge medical bills. And as Frost & Sullivan’s Nancy Fabozzi writes, the Trump regime could foster innovation and reforms that may help companies and consumers manage healthcare costs.

Customer contact organizations may want to increase their use of work at home agents (WAHAs). WAHAs reduce costs, improve flexibility, productivity, and performance, and enable business continuity. It permits the recruitment and retention of top quality highly skilled staff regardless of location (provided there is broadband). The WAHA strategy also permits organizations to affordably reach out to excellent workforces who live in hard-hit communities. Similarly, moving solutions to the cloud reduces capital costs and increases corporate agility. These two strategies will enable organizations to rapidly capitalize on positive policy changes, resulting in even stronger growth.

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Brendan Read


Brendan Read is Senior Industry Analyst with over 25 years’ experience covering business, communications, staffing, and technology. He has worked in, prepared reports, and blogged on a wide range of topics including customer contact, CX, CRM, IoT, social media, supply chain, and BC/DR. He also has backgrounds in construction, manufacturing, materials, resource extraction, site selection, and transportation. He examines the broad economic, environmental, innovation, political, and social mega trends, and their impacts on businesses, markets, and society.

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