For years, Europe has lagged global leaders in embracing digital transformations. In an age when interactions, transactions, and the overall economy are increasingly happening in the digital realm, companies here aren't realising their full potential. And the situation isn't improving fast enough - in fact, it could get worse.
We’re experiencing an explosion of choices. The digitalisation of industries allows consumers to source nearly anything they want from anywhere in the world. And this has led to the commoditisation of most products and services. As a result, companies need new ways to connect with their customers and differentiate themselves from the competition.
Savvy brands understand that excellent customer experiences are a vital part of business. Yet consumers across the globe indicate that many brands still have work to do when it comes to meeting—much less exceeding—their expectations and earning their loyalty.
Millennials are a force of nature in today’s marketplace. Supercharged with a sense of purpose, connectivity, and drive, they are bringing innovation and change into the workplace and consumer area. Therefore, it is imperative that the customer service space is in touch with them or risk becoming outdated.
Do you ever need to deliver digital presentations, communicate with senior leaders and colleagues, or pitch to clients online via webinar and video?
As January ends, our new year’s resolutions should shift from wishful thinking to taking action. I’m confident that companies want 2019 to be the year they redefine their customer experience (CX). But like quitting that bad habit, you need guidance and preparation.
Today’s complex contact centre space demands intense levels of front-line support and meaningful voice and digital interactions. Outsourcing has always been an alternative for contact centres looking to save money, but at the cost of potential linguistical and cultural misunderstandings.
We live in a world where everything but experience is being commoditised, and experience delivers greater returns when done well. That’s why organisations need customer-centric leadership to drive a customer experience (CX) culture from within.
The financial services industry is working hard to digitise customer services. But by focusing more on services that reduce costs rather than improve customer experiences, many banking institutions are at risk of losing out to customer-focused competitors.