Transforming The Customer Journey
Technology has become a part of almost every day-to-day activity. Things are no different for how brands do business.
The customer journey has been transformed to address rising expectations in speed, precision, personalization and security through implementation of technologies at crucial touch-points, or the moments of interaction between the brand and the customer.
This snapshot explores three trends we see in today’s brands’ use of technology at touch-points along the customer journey:
Chapter 1: Reducing customer effort
Chapter 2: Re-humanizing interactions
Chapter 3: From responsive to predictive
How are businesses harnessing new technologies to convey themselves as more “human”?
Customer interactions for a long time became standardized to cope with fast-paced growth, and so were stereotyped as robotic and disconnected. More recently, the importance of customer- centricity has become widespread, as disrupters of consumer expectations enter the market swiftly and successfully as a result of a technology driven business models.
Keeping up with the fast-paced trends and changing consumer behaviors has become the only way for businesses – both small and legacy – to stay relevant, and to do this, the customer should be at the center of the business.
Business is now turning a corner and recognizing the importance of showing their human side in order to reach and connect with customers, and are delivering this new experience to every single customer, efficiently and effectively by harnessing new technologies.
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