Today the customer is in charge. Companies spend significant resources to understand their needs, desires, wants, and preferences. We have transitioned from a “make-and-sell” model to a highly sophisticated “sense-and-respond” model. What’s more, customers expect companies to keep up with their shifting demands month by month, day by day, and minute by minute.
As a CX professional, one way you can improve your program is by making certain you can access, integrate, analyze and use all your data to make better informed decisions about how you deliver experiences to customers and employees. Sounds easy, right? But with silos and tech platforms that don’t connect, accessing and using all your data can be tougher than you’d expect.
Because of the negative impact such experiences can have on an organization’s brand and reputation, it’s clear that creating seamless experiences for customers is more important than ever, which is why we consider this topic to be one of the themes driving the evolution of CX.