Customer Experience – It’s the full journey that matters most

We all know that individual touchpoints with customers matter, but ultimately it’s the complete experience that companies fail to focus on – and what really makes the difference. The Harvard Business Review covers this in their white paper, “The Truth About Customer Experience” by Alex Rawson, Ewan Duncan and Conor Jones.

The benefits of improving customer journeys include enhanced customer and employee satisfaction, reduced churn, increased revenues, lowered costs, and improved collaboration across the company.

We have found this to be true in working with our insurance clients – an effective omni-channel customer engagement solution streamlines interaction over time and across touchpoints because each customer scripts their own journey.

Read the full white paper

Print Friendly, PDF & Email
Tweet about this on TwitterShare on LinkedInShare on Google+Share on TumblrEmail this to someone

Leave a Reply

Name and email are required. Your email address will not be published.