What would you say is the most important factor to transform the customer experience in your organization?
If you were asked to redesign the customer experience in your company, where would you start?
I think the most important factor is the ability to see the business from a customer’s perspective … viewing the business from outside, looking inwards … seeing what the customer sees … feeling what the customer feels.
That would be the first step to creating a compelling customer experience.
More and more, customer experience is becoming the ultimate battleground for companies and their competitors.
And this is a trend that will continue into the future.
Digital transformation wars will be won or lost on this battleground.
There is a good reason for this.
Compelling customer experiences are very hard to design.
And even harder to deliver.
Because it requires empathy before technology.
It requires a willingness to understand human behaviors.
To carefully observe the customer journey.
To really listen.
And only then use technology to digitally reengineer customer experiences.
To create an uninterrupted experience through each step in the customer journey by integrating the front end customer facing technologies with back-end processes.
Or, if you like to check it out yourself, go ahead and create a free ConvergeHub account here.