With the rise of the digital consumer so too comes an increased demand on experience. Attraction is only half the battle, customer experience is leading the way in retention. Winning brands are already adapting to continually invest in the customer experience (CX) in order to remain competitive, retain market share and win in the brand loyalty stakes by establishing long term, value-add customer relationships.
The term ‘frictionless customer experience’ has become an industry buzz-word over the last few years but in context it must be seen as a strategic driver for every organisation. No longer is CX a challenge for marketers alone but a Board level imperative. In fact ‘41% of firms say CX is a high priority, second only to growing revenue’ (Forrester) and this number is growing.
To achieve true frictionless and omnichannel experiences across multiple channels and devices requires a solution which provides flexibility from the core along with the connectivity to combine a cohesive set of tools aimed at expanding your customer touchpoints, which enables businesses to implement, measure and adapt to changes in the market.