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Customer Experience
Why consider a Customer Experience Transformation?
86% of customers will spend more for a better customer experience
By 2020
Customer Experience will surpass product and price as a key brand differentiator
Making the Customer Experience Transformation
Customer Experience is an entire organizational change and not just a portfolio of improvement projects. Highly successful CX Transformations involve all the functions of the business and re-alignment of process, roles and metrics.
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Omnichannel: Organizations achieve an 89% customer retention rate if they employ a successful omnichannel touchpoint approach
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Self-Service: Half of customers want to be able to resolve issues themselves
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Consistency: 87% of customers think companies need to provide a more consistent experience across touchpoints
Making the Transformation is challenging and we can help
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