Many of the greatest customer experience and marketing challenges faced today are all to do with the inability to gain a Single Customer View: you can’t personalise products and offers without a full understanding of the customers wants, needs and behaviour. Adopting a Single Customer View enables you to see the complete trail of phone interactions, website visits, emails, purchases, etc. left by every customer and prospect.
While consumers have taken to social media, facetime and other new communication technologies in their personal lives, they are currently not able to interact with most companies using these tools. This creates an opportunity for any company looking to go beyond the basics to gain a leap on its competition in 2019.
As technology continues to disrupt the way normal companies do business, we look at what contact centre and customer experience professionals will be focusing on in 2019.