With everyone competing on customer experience, one would expect customer satisfaction to be soaring. However, customer experience (CX) plateaued or declined for most companies in 2017 according to Forrester’s 2017 CX Index™ . Even worse, 30% of companies will see their growth potential decline due to poor CX according to Forrester’s 2018 Predictions. Why? Customers today are highly empowered and digitally savvy, with ever-increasing expectations which make them unforgiving when they receive poor customer service.
Succeeding with CX involves transitioning to the right omni-channel solution and transforming how you manage your digitally transformed contact centre. In this paper we focus on transforming from a multi-channel to an omni-channel operation and what you must consider to boost your customer experience.
