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.
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.
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:
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.
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.
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.
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.
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.
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.
The 4 pillars of business continuity are:
The 4 phases of continuity management are:
The 3 main areas that continuity management focuses on are:
Optimize your Genesys Cloud Platform by addressing the unique challenges that come with the ever-changing CX landscape and the need for continuity management.
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