How to engage with customers on emerging channels – new research
by Will Corry
on May 3, 2019
in Customer's Voice, featured item, Latest News, Lead Article
Today, many companies are accelerating digital-first projects in order to engage with customers on emerging channels.
While servicing customers through new digital and mobile channels often delivers lower costs and higher customer satisfaction, it also comes with risk. The danger in this approach is the potential to lose sight of the needs of the customer and over-rotate into digital only channels.
Tags: #research, Customer Emotion, Customer Experience Index (CX Index), Customer Experience Management, Customer Intelligence, Digital Customer Experience, Omnichannel Customer Experience, research
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