Actual vs. Intended Customer Experience: The Major Disconnect

There’s gap between understanding your customers’ actual service experience and the experience you believe your customers are having. Understanding why this is disconnect is happening, the consequences it has for your business, and how you can solve it are critical during this period of digital transformation. You likely intend for your customers’ issues to be resolved in one customer service channel, but the reality is customers often reach out across multiple customer service channels to get their issue resolved.…

Three Trends Transforming CX In 2021

In 2020, digital customer acquisition and retention strategies took a front seat to accommodate for the meteoric rise in e-commerce. As we turn our eyes to what 2021 holds, brands must increasingly rely on digital strategies to keep pace with the new business landscape. Customer experience (CX) is at the forefront of these emerging strategies toward which brands are pivoting their investments. According to a Forrester’s consumer CX quality survey, the number of brands improving their CX in 2020 was up 13 percent from 2019,…