CCW Digital research found that 65% of companies now place more importance on the customer experience than they did prior to the COVID-19 pandemic, and addressing changing customer behaviors and demands was at the top of their list of concerns. Now, to understand and add value to the customer experience, companies must work to personalize and improve interactions while operating in a highly digital, low-touch environment.
Additionally, to better understand customers’ individual intentions throughout their journey, companies must prioritize customer insights to effectively facilitate more meaningful and personalized interactions. By analyzing and capturing customer data, companies can work to provide the heightened level of experience customers are actively seeking.
This report will outline some of the top challenges companies are facing amid the growing pressure to offer over-the-top yet effortless support, and outline solutions that work to optimize the customer journey while empowering agents to provide exceptional service.
It will also provide:
- A look into the new state of customer expectations and their impact on the end-to-end journey
- Tips to maximize the potential of customer insights to enhance personalization with intelligent engagement
- Ways to curate comprehensive customer profiles to ensure greater cross-functional collaboration
Download PDF Attachment