Consistent and Personalised Omnichannel Experiences will Delight Customers
The route to resolution is different for every customer, however, each expects the same outcome – a positive customer experience reflective of both the issue at hand and their customer history.
Organisations that have mastered their data and how it flows from channel to channel throughout a customer journey are in a position to start tailoring their CX towards greater personalisation, yet for even the most forward-thinking brands there are challenges to meeting these new customer expectations. This data can be used for delivering a consistent CX no matter how a customer chooses to engage, but how do they analyse the data, as it is being captured to understand the emotional sentiment behind an issue and meet that customer’s needs on an emotional as well as technical level?
How do you handle and apply that data so that personalisation doesn’t go too far and starts to become creepy?