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Learn how to manage the digital element in a Customer Experience Transformation
The data: a 2019 Verint study of more than 34,000 consumers in 18 countries found that two out of three consumers would happily jump ship to brands that provide the best experience or service. This leads us to rethink the dynamics within the customer experience journey, so we need to ask ourselves the question: is my company really offering the best customer service it can give?
Before getting into this topic, let’s clarify something: digital is not the same as customer engagement, but it is undoubtedly the main vehicle which creates the conditions that enable a faster, more satisfying and efficient service.
So what actually creates customer engagement?
It depends on many factors. Let’s say you want a cup of coffee, where will you go? The nearest place, the cheapest cafe, the one that gives you the best attention, the shop that allows you to pay with an app or a credit card, or even the store with a nice layout? As you can see, buying a cup of coffee is, in the end, no longer just about the coffee itself, it is about the emotion you feel when you go to purchase it. That’s why customer engagement requires a well-formed mix between traditional techniques and new era digital-media techniques.
