Overview
Customer experience (CX) programs across all industries are more sophisticated than ever before. Yet Aberdeen research reveals that some companies are staying ahead of those changes and satisfying customers at every step.
How? By expanding beyond basic CX. Instead, they’re managing all customer experience interactions (CXi) — from any starting point and across the entire customer journey.
As a result, they are building long-lasting customer value and fruitful relationships. In fact, the customer retention rate for CX-fluent companies is 81% vs. all other businesses.
The four secrets that you will uncover through this research are:
- How to meet customers where they are
- How to orchestrate intelligent customer journeys
- How to manage seamless self-service across every digital channel
- How to weave automation across the complete customer journey
Discover how you can achieve CX excellence.
CX in the Era of Intelligent Self-Service
At every step of the customer journey, successful CX leaders ask themselves how they can serve the customer in every moment, anticipate their needs, and put them in control.
Smart Self-Service: Use Data & AI for Superb Customer Experiences (Aberdeen)
One of the most common reasons why traditional self-service programs fail is because they aren’t designed to enable customers to easily address relevant issues.
