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FEATURE: CUSTOMER EXPERIENCE
is called a ‘journey nudge’. Nearly nine of
10 consumers value their customer service
agent knowing their account history and
current activities and seven in 10 value
having the same customer service agent
help them each time.” customer journey,” explained Solani.
“Channel switching is the new normal
when it comes to how consumers engage
with a business. And there is a cost
for businesses that don’t support
channel switching.”
One of the most important areas of the
overall CX to keep in mind is the manner in
which a customer engages with a business
or service provider. The research shows that
channel switching is the new norm and
timing is everything with channels. In essence, value-add to the customer
means creating and ensuring a 360-degree
customer experience and this is based
on several best practices for managing
customer journeys.
“There are ramifications when your
business does not support a seamless
www.intelligentcio.com
“This means – know your customer,
use journey mapping and use the right
technology,” said Solani. n
Joshua Solani, CX Advisor at Elingo
INTELLIGENTCIO
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