Alan Colville says, “More than ever, customers expect better experiences when interacting with businesses.

Digital has changed the connection between people and business, transforming existing commercial models and creating disruption.

Like wildfire, this disruption is sweeping through all sectors of business. New ways of thinking and working are needed to respond to the ‘Mobile mind-shift’ and the digital habits of millennials.

Millennials are the generation born between 1980 and 2000, who have grown up with technology and expect the right service, in the right way, at the right time and place. Businesses have no choice but to change in order to meet these expectations and remain competitive.

I’ve seen a real appetite for change and better customer experience (CX) from business leaders, yet according to Forrester research, 81% of organisations have seen their customer experience initiatives fail in the last three years, and just 25% of CX programmes actually improve the customer experience”.

Three steps to a consistent cross-channel customer experience

EConsultancy

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