Digitally Transforming The Customer Experience A Blueprint For Customer Service Leaders
Digitally Transforming the Customer Experience: A blueprint for customer service leaders Connect with customers on the channel of their choice Omnichannel engagement: Help customers help themselves Intelligent self-service: Enable agents to close cases faster with AI and data Accelerate resolution: Maximise efficiency and run your business lean Optimise with data:
Page 18 Pick any industry: Chances are, competition for customers is fierce – and it hinges on the customer experience you can deliver. Before, during and after purchases, customer service is the key. Great service makes customers feel understood and cared for on a personal basis. It drives revenue, loyalty and repeat business. But expectations are high. Customers expect responsive, personal assistance
it on the channel of their choice, whether it’s social, chat, email, phone or in person. There’s no question that technology choices can make or break your ability to meet growing demand.
leave without warning if they experience poor customer service. ¹ ¹ 96% Of Customers Will Leave You For Bad Customer Service, Forbes, 2020
Supports consistent, omnichannel engagement, helping customers receive a personal and connected experience. Enables intelligent self-service to maintain personalisation while using resources efficiently and scaling your teams. Gives agents the tools and data they need to gain a 360° view of customers. Empowers agents with AI that enhances efficiency by providing the right information at the right time. The right technology makes service excellence possible Modernising legacy systems is key to keeping pace with how customers communicate and engage today. Competitive service requires technology that:
