Overview
Overtime, customer expectations have evolved and shifted toward a digital-firstmindset. Today, customers prefer digitalchannels, and their journeys are much more complex. According toSalesforce, 80% of customers expect the same level of service regardless ofwhere they engage. When augmenting your CX strategy, it’s crucial to understanddigital preferences and the expectations on which you need to deliver.
Dauntingas it may sound, you don’t have to reinvent the wheel to achieve adigital-first organization and improve customer experience. This infographic willhelp you understand how changing expectations impact the approach organizationstake to journeyorchestration, and where businesses must now influence the end-to-endjourney long before the customer reaches out to an agent.
Get the facts on expectations acrossthe customer journey, including:
- Insight into digital touchpoints andpreferred channels
- What makes customers back out of apurchase
- Dataon how consistent service impacts customer satisfaction
