Find out what truly successful cross-channel customer journeys consistently have in common and how they benefit your enterprise.
Consumer expectations continue to rise, transforming customer service into a key brand differentiator.
For most companies, the biggest hurdle to creating a consistent customer experience is the organization itself. Departmental goals compete against each other.
Marketing evaluates shopping cart data while operations look at agent interactions and first-call resolution.
Both could be measuring success by their metrics, all the while contributing to high and unexplained customer churn.