Over 50% of ANZ organisations consider the ability to improve customer experience the main outcome of their digital transformation initiatives.
Customer experience (CX) is not confined to the customer service that a company provides – instead it encompasses the entire experience customers have with a brand.
Every part of the interactions matters: from how employees interact with customers to how easily customers are able to navigate your company app or website. From how your sales and marketing teams pitch their messaging to the overall look and feel of a product, to the social media interactions that existing and prospective customers have with your brand.
Datacom's eBook 'Supercharge your CX transformation efforts' explores five key areas to create experiences that really matter to the customer.
As organisations work to create or maintain their competitive edge, they have to identify and address the gaps in their CX delivery and evaluate how to deploy best-in-class technology to become a brand that delivers excellent experiences and that customers want to continue to engage with.
Improving the policies and practices around your company's CX transformation process can be achieved with a few key steps: