If you consider what’s changed with customer experience in recent years, what comes to mind is likely the myriad of choices consumers now have to engage with businesses. And with those choices come elevated expectations. Customers want a connected, cross-channel journey with the least amount of friction and effort possible. They expect empathy, accessibility, and for companies to expertly anticipate their needs and customize their experiences with contextually relevant content and responses.
So how do you deliver exceptional CX that results in a fluid, satisfying customer journey? Differentiating from the competition is the goal and delivering end-to-end customer journeys that not only handle but exceed expectations is the key. To better explain this, we’ve enlisted the expertise of Jeannie Walters, Jo Boswell, and Charlene Li, three leading CX thought leaders, consultants, and analysts.
Learn about enhancing future customer journeys, including:
- Accommodating shifting consumer behavior and expectations in a digital-first world
- Implementing technology that enables digital-first, seamless CX
- Navigating complex customer journeys such as digital and voice channels
- Integrating customer preferences into your CX strategy