The velocity of technological advancement and the velocity of customer adoption of these technologies has led to consistent and large changes in customer behavior and expectations. This has led to a shift in influence from companies to customers.
Today's business environment is becoming more and more competitive each day, so companies are beginning to grasp that customer experience is of strategical value, and not just nice to have.
To be successful in today's business environment, companies must realize the following:
- A customer experience that consists of multiple channels that contribute to the relationship with customer
- A customer experience that is affected by every part of the company
Only a holistic approach spanning all systems and departments of the company can enable appropriate customer experience. The main objectives that need to be addressed are as follows:
- Seamless cross-channel experience
- Consistent experience
- Faster time to market
- Operational excellence
Only by having excellent...