Customer experiences are as salient as ever

Changing financial conditions are making it increasingly difficult to maintain customer loyalty. New strategies and technology can help.

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.