The old adage “the customer is always right” should be revised to “the customer is always right, always in a hurry and always expecting a positive shopping experience wherever they are.”
The 21st century customer uses multiple channels, applications and devices to interact with organizations, and it’s just as easy for businesses to lose track of customer communications and addressing potential problems in a timely manner as it is for customers to send a message.
The 21st century business, however, needs to analyze the entire customer experience journey using analytics solutions that provide rich capabilities for understanding customers better so they can be engaged in more meaningful ways.
But what does the 21st century analytics solution look like? To find this out, one must pose the question of why there is a customer experience gap in the modern customer journey. The fragmentation of data across many systems and using analytical tools that aren’t well integrated is the root cause.
But don’t take it from us, listen to this podcast to learn what the experts are saying about how customer interactions can deliver profound business benefits, reduce operating costs and increase customer satisfaction.