What is the future of business continuity management in CX?

Continuity management is an important topic for discussion when it comes to uninterrupted CX delivery. Let’s explore the latest trends shaping this vital area of business.

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The role of continuity planning in business risk assessment

Let’s explore the relationship between business continuity planning and risk assessments—and how they contribute to uninterrupted operations in your CCaaS platform.

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Customer experience delivery is understandably an important consideration for businesses across the board, and its prominence will only keep increasing as consumer preferences change and market dynamics shift. In fact, 62% of CX leaders said they feel like they are lagging behind in providing the more instant experiences that their customers expect.

Business continuity management emerges as a key aspect in this context, helping businesses keep their CX operations afloat in the face of disruptions—whether they are cloud service outages, cyber threats, or even natural disasters.

Cloud technologies, CCaaS in particular, are also contributing heavily to promoting CX continuity with their improved resilience and risk management capabilities, enhanced customer satisfaction, better adaptability, and optimized resource allocation possibilities.

85% of contact center professionals think customer satisfaction is a ‘very important’ metric for contact centers. With 52% of consumers saying they expect a brand to respond to their queries within one hour, continuity has never been a more important part of the customer satisfaction conversation.

How can businesses improve customer satisfaction by delivering smooth, responsive CX processes? Staying on top of continuity management trends is a key part of the equation.

Business continuity management trends in the CX landscape

Let’s take a look at the trends that are shaping continuity management in the landscape, so you can start working on improving your customer satisfaction. But wait, how important is customer satisfaction for businesses? Well, businesses with a greater focus on customer satisfaction see 1.5x higher employee satisfaction, 1.6x higher brand awareness, and 1.9x higher order value.

With continuity management being this important, here are the trends you should keep an eye out for:

Technology integration

90% of businesses fail if they cannot recover within 5 days of a disaster. Technologies like CCaaS allow businesses to bounce back from disruptions much faster, provided they have the right continuity plans in place.

Hybrid work management

As more businesses opt for hybrid work arrangements, they will face challenges like the lack of internet and power redundancies in agents’ work-from-home setups. Continuity planning is crucial to manage these situations.

Cyber resilience

Data breaches are a common cause of CX continuity interruptions, and 28% of them affect small businesses. Continuity planning is increasingly incorporating cyber resilience into their processes to address them.

Staff engagement

35% of businesses said managing staff engagement was a very common CX challenge they faced. Business continuity management practices are now incorporating strategies to establish proactive communication channels.

Natural disaster response

The increasing use of technologies like CCaaS allows businesses to maintain CX delivery when natural disasters impact their systems and infrastructure. By 2028, CCaas adoption will reach 60% for US enterprises.

Ensure continuity in your CX operations with Blackchair

Blackchair offers automation tools to ease your CX migration journey and optimize your CCaaS environment with configuration auditing and automation.

Continuance, our tool for complementing your Genesys business continuance planning efforts, offers automated synchronization capabilities to track and implement changes between your production org and design org.

Get in touch with Blackchair to elevate your continuity planning efforts with an up-to-date, top-of-the-line solution for Genesys cloud platforms.

Continuance is all you need—configuration tracking, automation, and consultancy services as an all-in-one solution for cloud operations. Learn more about how CCaaS migration contributes to BCP efforts here.


What are the 4 pillars of business continuity?

The 4 pillars of business continuity are:

  • Assessment
    Identifying potential hazards
  • Preparedness
    Preparing for potential disruptions
  • Response
    Implementing response plans
  • Recovery
    Restoring operations after disruption

What are the 4 phases of continuity management in business?

The 4 phases of continuity management are:

  • Identification of risks
    Risks are pinpointed in this phase
  • Risk analysis
    This phase involves evaluating potential threats and impacts
  • Strategy design
    This phase focuses on devising mitigation strategies
  • Plan development and execution
    This entails creating a detailed continuity plan and putting it into action.

What are the 3 main areas business continuity management focuses on?

The 3 main areas that continuity management focuses on are:

  • Disaster preparedness
    Having a plan in place for potential disasters including identifying risks, training staff, and having clear communication channels.
  • Facilities management
    Managing facilities efficiently to withstand disruptions.
  • Strategic planning
    Aligning objectives and resources to prepare for the long term.
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