Overview
Customers want a connected cross-channel journey with the least amount of friction and effort possible. They expect empathy, accessibility, and for companies to expertly anticipate their needs and customize their experiences with contextually relevant content and responses.
No two customer journeys are the same. Customers make hundreds of decisions daily that can lead them to interact with your business, and you have the power to anticipate their path, needs, and expectations in order to not only deliver exceptional experiences in the moment, but also to prepare for every future journey.
So how do you deliver exceptional CX that results in a fluid, satisfying customer journey? Differentiating from the competition is the goal, and delivering end-to-end customer journeys that not only handle but exceed expectations is the key. To better explain this, we’ve enlisted the expertise of Jeannie Walters, Jo Boswell, and Charlene Li, three leading CX thought leaders, consultants, and analysts.
With expert advice from this eBook, you’ll learn about enhancing future customer journeys, including:
- Accommodating shifting consumer behavior and expectations in a digital-first world
- Implementing technology that enables digital-first, seamless CX
- Navigating complex customer journeys such as digital and voice channels
- Integrating customer preferences into your CX strategy
Be the force behind superior customer journeys.
Journey Mapping the Digital-First Customer Experience
Customers don’t follow just one path on their journey with your brand. Often, their path can be full of twists and turns, alternate routes, detours, and divergences. If you start tracking the customer’s journey after they’ve interacted with an agent, you’re already too late to ensure you make a positive impression that will capture their loyalty.
Customer Journey Map: The new digital-first CX
Over time, customer expectations have evolved and shifted toward a digital-first mindset. Today, customers prefer digital channels, and their journeys are much more complex.
SumTotal Systems Achieves Remarkable, Measurable Results with CXone
Of SumTotal’s many improvements with CXone, its signature accomplishment has been using CXone APIs to develop a mobile support app. Customers love because it enables them to use more self-service options and reduces their wait times. With the app and other CXone-enabled innovations, SumTotal has reduced its backlog of cases and critical-case resolution time, and has raised its Net Promoter Score® by 85%!