Some companies think digital transformation is about efficiencysaving time and money, beating competitors to market, and wooing customers with fancy apps and tech bling. Theyre wrong. As Ive said for years now, digital transformation is about one thing: improving customer experience. And many companies are finally starting to realize that customer experience management needs to be on their radar if they want to thrive in 2019. Heres what good customer experience management looks like.
Knowing CX is everyones job. Think back to the last time you had a fulfilling customer experience. Can you even remember? Overall, CX is incredibly fragmented todaya jumbled mix of digital phone trees, somewhat articulate chatbots, disorganized web FAQs, and glitchy appsthat customers are starting to clamor for more and better. What if your company was the one who rose to the topexceeded expectationsprovided a seamless web to mobile experience? Youd instantly rise to the top of your industry.
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