When looking at the challenges of delivering the type of multi-channel, digital customer experiences that are being demanded of businesses today, most CX professionals cite the current limitations of their technology, people, or processes.
With most companies having invested heavily in customer interaction software and infrastructure over the last decade, there is little appetite or budget for starting over. Fortunately, it is possible to achieve your customer experience goals with your existing technology.
Today’s global leaders like Uber, Airbnb and Amazon have set a new standard by giving their users seamless buying experiences on their favourite digital devices. Consumers now expect similar kinds of experiences from all the brands with which they interact. How do normal companies keep up?
Nobody is a fan of scripted calls, especially your customers. For the best customer journey, you need an intelligent, dynamic workflow that gives your agents freedom and guides them through transactions quickly. You need to give them a smart SatNav system, not an unresponsive route map.
There are many ways to design great customer experiences, but most of them have one thing in common: efficiency. It is the efficient flow of information from customer to company, and vice versa, that makes for a happy customer.
A recent customer service survey reveals the challenges of improving quality and reducing cost to serve. You don’t have to be Einstein to work out that those two goals appear to be contradictory, but in fact they’re not.
In June 2007, Apple launched the first iPhone, since when consumers have fully embraced digital, any time, any place consumption and service.