Today’s consumers have a wealth of choice in the way they interact with businesses. Brick-and-mortar stores are now only one touch point in a wider customer journey that includes apps, online, chat, social media, and more. It’s official: CX has entered the digital-first age.
In this new world, customer experience is key to maintaining a competitive advantage. But with so much hype around the subject, it can be difficult to know where to focus your attention.
This eBook explores the main principles that underpin CX transformation, and will help you implement your own omnichannel strategy.