Customer Experience is about building strong customer relationships by delivering satisfying personal engagement to customers across their journey. The responsibility of managing the experience has never been more multifaceted.
The world is changing, and the driving force behind this transformation is the rise of digital channels, together with an increasingly knowledgeable, emotional, and empowered customer.
These journeys often consist of many touch points, channels and interactions.
While voice communication still plays a strong role, consumers are increasingly looking to digital communication methods (Social media, SMS, Web Chat and email), demanding the flexibility to interact through their preferred method of communication.
Choosing the right service provider and technology to design and orchestrate the customer engagement is an important factor to delivering on customer expectations while addressing company needs.
An effective customer experience platform must be proven, workforce aware, support omnichannel customer journeys, manage SLAs effectively across self- and assisted service channels, and be flexible to meet any unique deployment requirements.