This may be the era of customer centricity, but it is definitely not an era of successful customer engagement. Customers continue to encounter long wait times, disengaged agents, poor digital experiences and generally unempathetic businesses.
What is causing these bad experiences? In almost all cases, the answer is simple: a lack of empowerment. Organizations, systems and agents are not empowered to deliver superb experiences. They cannot anticipate customer needs or provide quick, personalized experiences.
This report changes that reality. It reveals how to empower a stronger, more predictive, personalized and proactive form of customer engagement. Topics include:
- Three questions that define the customer experience
- How insights, content and omnichannel systems drive empowerment
- Five factors that lead to poor customer engagement
- Steps to creating more memorable, proactive interactions
- Six things you need in your "empowerment toolkit"