Redefining Customer Experience Online
There's growing recognition that providing a compelling online customer experience is becoming a key competitive differentiator. And, according to Forrester Research, it all begins with digital engagement – 70% of consumers go online before interacting with a contact centre.
Indeed, their survey findings confirm the number one reason consumers switch brands is a poor customer experience online - or encounter a better experience with a competitor. Now that’s food for thought.
So, how do you close the online customer experience gap?