It is widely accepted that consumer expectations are rising and that companies need to keep up with a more demanding customer base that expect more personalised strategies. Customers now have more channels than ever to contact companies, with the provision of multiple channels becoming an expected standard. However, in many cases, these channels are siloed and disconnected resulting in duplication, frustration and decreased customer satisfaction (CSAT). The effective integration of channels into one seamless conversation will be a major differentiator for customer-centric businesses. Customers increasingly expect that the best service they have experienced elsewhere translates into the service they should receive from all companies, and a lesser experience will impact brand value. This whitepaper looks at the latest developments in customer experience (CX), including changes accelerated by the COVID-19 pandemic. It draws on the most recent research to understand in which ways change is occurring
Included in this white paper:
- Elevating Self-Service Channels and Prioritising Interconnected Services
- Customers Increasingly Expect Personalisation and Contextual Awareness
- Adapting to a New Normal in Customer Service Standards
- A Look Ahead: The Future of Customer Experience
This article is posted at frost.com
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