Why bother about CX? - The Amazon Effect has changed customer expectations. Experience is the new competitive advantage in the digital age.
Need: Streamline the customer journey - Ease of doing business - simplicity and convenience; access anytime anywhere. Transaction assurance - reliability from order to fulfilment; live status tracking. Agility with consistency - perfect order fulfilment (improve OTIF rates). Super responsiveness - no need to follow-up; on-demand product info. Personalization with 1:1 contracts.
Achieve customer delight - One window - blend content, commerce, data and narrative in one place. Save time to deepen relationships - customers spend more time with those who save their time. Gain loyalty - streamline repeat business.
Earn trust - Consistency and consensus aid in confidence building and eventually translate into mutual trust
Customer obsession - Achieve utmost customer centricity - design and rollout your customer-first approach. Improve your customer effort score.