CCMC’s National Customer Rage survey has repeatedly illustrated that – all too often – the technologies that companies use to simplify and make the customer experience less effortful are instead creating frustrating barriers to a better customer experience. The advent of AI will certainly complicate matters further.
Customer Experience 3.0 2nd Ed. provides a firsthand view of the double-edged sword of customer care technology and the imperative of aligning it with a broader customer experience strategy. Containing an innovative customer experience framework and step-by-step roadmap, this book empowers your organization to:
- Design and deliver flawless products and services while setting genuine customer expectations
- Create and implement an effective customer access strategy
- Capture and leverage the voice of your customer to set priorities and to improve products, services and marketing
- Use CRM systems, more actionable metrics and other tools to deliver customer satisfaction
- Quantify the bottom-line impact of your customer experience initiatives
For further information, Contact Us, or purchase the book on Amazon.com.
