The customer experience is more important than ever before. Customers expect brands to know them, understand their needs and take action immediately. No longer a transactional process, customers want to build brand relationships. They want to be able to trust and rely on the organizations they interact with.
From the business perspective, companies must now work to create experiences that add value to the customer journey. They must offer contextualized experiences that align with their underlying needs and establish a path forward with the brand.
To effectively achieve this, companies must leverage data and look to intelligent insight. By utilizing data across the journey and at every touchpoint, organizations can meaningfully understand their customers.
In today’s digital world, customers expect genuine personalization. They want to receive support that feels tailored to them. With all of the opportunities brands have to connect with customers, it is critical for them to use these moments effectively. With the use of data and AI, companies can create experiences that build trust and drive change in the CX.
CCW Digital is excited to share this report, Customer Experience Horizons. In partnership with Genesys, MIT Technology Review Insights is covering the big ideas that define the future of the employee and customer experience. With key findings on:
- Building contextualized experiences
- Personalization and tailored CX
- New models for customer engagement