COVER STORY
Customer Experience Trends:
Positioning Your Brand For Disruption
By Carolyne Gathuru
The recently concluded customer service
week saw customer experience innovation
at unprecedented levels with activities
designed to wow customers delivered
with orchestrated precision. Given that
customer experience is and will continue
to be the new corporate battleground,
customer delight stemming from
convenience, access and personalization
are the brand strategy buzzwords.
50 MAL27/18 ISSUE
Know Your Customer as a strategy
for both customer excellence and risk
management has become very basic,
and should no longer be spoken about
in isolation, but the building block
upon which more complex systems are
constructed to gather, analyze, create
models and track trends, to make more
informed marketing and customer
experience decisions.