Read our latest article on customer experience for tips on how to leave a good impression.
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Gartner's report, "Improve Your Customer Experience by Knowing Which Initiatives Are Most Important," acknowledges that companies frequently take on more CX improvement projects than they can manage. This leads to misallocated resources, unstructured projects, and benefits to customers not fully realized. The report describes a scale comprised of six criteria to score each project in order to help you prioritize the most important CX initiatives. It provides recommendations on how to implement this scale and tailor the weightings of each of the criteria based on your organization's focus.
One of the top customer experience projects listed was "omnichannel/cross-channel customer engagement," with 39% of respondents saying that this was in their top five CX priorities. More and more companies realize that being able to reach customers on the channels they prefer and having the ability to smoothly switch channels are critical capabilities now. If you're considering omnichannel engagement as one of your customer experience initiatives, get in touch with us to see how we can help you get started.
Gartner, Improve Your Customer Experience by Knowing Which Initiatives Are Most Important. Daniel Crystal, 17 December 2020
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