Many organizations are struggling with building the same rapport with their customers that they could easily establish in-store. With more and more customers preferring to shop and engage digitally, customer experience elements go by the wayside. In instances where live associates are able to communicate with a customer, these moments become much more important in the battle for building customer loyalty. When these conversations go well, they will likely occur at a higher frequency, which can pave the way for creating a personalized experience for a given customer. After all, that’s what customers want, and what most businesses and their associates should be seeking to provide. However, the truth is customer communication management and transformation is tricky. For more information on how to safely navigate it, spend a moment reviewing the infographic paired alongside this post.
5 Ways Contact Centers Must Evolve To Deliver Great CX from Conduent, a company specializing incx transformation