The needs and expectations of the customer and employee are very similar and therefore organisations must deliver a unified, seamless user experience. MX helps address these challenges and focuses on touchpoints in the customer journey, not just a particular channel.
The key question CX leaders must ask themselves is what defines an experience? What are customers looking for?
There are several digital touchpoints and cutting-edge technologies waiting to be deployed. The question is are they required? And can they substitute human touch?
CX is constantly evolving and innovating.
Customers are also becoming channel-agnostic. Today's customer is happy to serve themselves one day, and at other times they want to have their issues resolved via an agent, through human interaction.
They want personalized service delivered proactively and seamlessly, with respect for their privacy. They are happy to interact via text and web, as they are to pick up the phone and call.
Employees are also evolving in their needs.
They have high expectations and use a variety of digital touchpoints web, mobile, chat and channels like voice, visual, and touch. They want a frictionless experience.
The needs and expectations of the customer and employee are very similar and therefore organisations must deliver a unified, seamless user experience. MX helps address these challenges and focuses on touchpoints in the customer journey, not just a particular channel.
Thus, multi-experience remains a central force surrounding the customer personas, channels, and touchpoints allowing organisations to reimagine customer and employee journeys and relationships to provide a seamless experience.
Technologies are tightly bonded to CX, how to ensure their effects are exponential. Read on.
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