MyCustomer Report in association with BT

Getting back to basics in the pursuit of seamless experiences

Being offered a seamless experience is a crucial requirement for the modern customer. 42% of customers now view this as their “top expectation” when interacting with a brand.

What do we mean by a ‘seamless’ experience? And how can businesses ensure they’re offering their customers the opportunity to interact via a multitude of channels and be responded to rapidly and effectively every time?

Customers now require, as standard, that brands know who they are, provide empathy irrespective of the contact method and for the experience to be seamless and pain-free. In this whitepaper we explain why the only way of achieving this is by going back to basics.

We navigate the road to seamless CX, and look at:

  • The tools needed to equip your staff on this journey
  • Scalability and flexibility, and why both are key
  • The importance of empathy in customer interactions
  • Why a reset on customer expectations is crucial