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Customer Experience Management

Technology to improve online experiences, increase customer interactions and remove transaction barriers

Why it pays to close the customer experience gap

There’s growing recognition that providing a compelling customer experience is becoming a key competitive differentiator.

With industry sectors changing quicker than ever before and customers becoming ever more demanding, the need for organisations to meet the customers bare minimum expectations has never been more important.

With so much choice now available, organisations are having to work harder than ever to draw customers to their web and e-commerce sites. And with the proliferation of mobile technology, organisations who fail to optimise their sites or personalise the users experience are feeling the financial consequence as consumers simply go to competitors to complete their purchases. 

Understanding your customers is the key to fine-tuning your digital engagement proposition. But sometimes, it’s hard to see the big picture. 

Small changes can make a big difference.

Analytics tools are helping businesses around the world to turn insights into what’s really happening on their websites into additional revenue. And they’re doing this by discovering how small changes can generate significantly improved conversion rates.

Portal are experts in this new breed of technology, using software such as IBM Tealeaf, we provide clear, independent advice around the technology that is helping organisations find the gaps, reduce customer churn and improve brand loyalty.

“The price was right, the value proposition and level of engagement was right. I’m going to break the habit of a lifetime and come back with nil negative feedback. For any business looking to improve their customer experience through more timely access to information I'd recommend Portal for their ability to understand where the value comes from.”

Phil Husbands, Head of Information, Connaught

Today’s digital consumer is more connected and empowered than before. The average digital consumer:

  • Owns 4 devices
  • Consumes 60 hours of digital content a week
  • Uses two or more social media sites