Excellent customer experiences are the foundation for loyalty, while one bad experience can cause a customer to abandon a brand forever. Yet high-quality digital customer experience is still a work in progress for many companies, even more so given the challenges posed by the pandemic and the quick shift to digital-first consumption.
Technologies, such as AI, and innovative digital strategies are making it easier than ever for companies to create positive experiences and address complaints when they arise. In this Crash Course, we explore why good customer experiences are so difficult to create and maintain, and how to improve them.
Resources
Q&A
How to recession-proof customer experience
Customers look for a reason to bolt during a downturn.
ARTICLE
AI joins the conversation
New language tools help customers and agents in real time.
ARTICLE
The persistently unsatisfied customer
Companies are still struggling to make their customers happy despite adopting cutting-edge digital CX.
Q&A
The future of experience
How rapid evolution of digital experience and how it is delivering measurable value to companies.
RESEARCH
Designing better experiences
Tech strategies to help companies craft personalized, up-to-the-minute responses for customers and employees.
