A Frictionless, Personalized, Predictive and Proactive – or “FP3” – Experience is truly the ideal customer experience and is something that all companies today should look to achieve. Each aspect is meant to be complimentary to one another and, when properly implemented, will ultimately work together to enhance the other three elements and make them easier to achieve.
The FP3 Experience is all about working to mitigate pain points and friction, successfully leveraging relevant data about each individual customer, anticipating customer expectations and needs, and preemptively communicating with customers in more impactful ways.
This report will take a look at the common challenges associated with delivering such an experience, along with ways to best optimize each interaction that customers will have with your brand.
This report will cover:
- The clear customer experience gap that has formed around what customers are demanding versus what they are actually receiving
- How fragmentation, irrelevant and generalized interactions, wrongly leveraging customer data and analytics, and taking a reactive communication approach can hurt customer sentiment toward your brand
- The best practices according to CX thought leaders in the space around reaching an experience that is seamless, unique, predictive, and engaging at each point along the customer journey