“Ten years ago there was no web chat, smart phone apps, social media, and very little email. Today, digital interactions account for over 35% of all interactions and, at the current rate, will overtake voice in two year’s time.” – 2015 Global Contact Centre Benchmarking Report

Seeing as digital channels are still in their relative infancy, we can deduce that the customer experience will evolve in ways that have yet to be realized. It takes time, effort, and extensive customer listening to truly smooth out the kinks in any customer journey. Which begs the question: Will you be a party to that change? Today, 93% of corporate leaderships place customer experience improvement on their list of strategic priorities. Saying this I’m reminded of the most recent episode of ‘Silicon Valley’ where Pied Piper’s UX design falls completely flat (500,000 downloads returned a measly 19,000 daily active users). And although the technology itself is brilliant, the everyday consumer wouldn’t know that because the user experience wasn’t clear, leading them to abandon the product completely.

Customer experience should create a flawless journey for customers, where every action they take has a viable reaction. But how can you know what changes your organization needs to make this happen? Here are few ways to stay in-tune to your business customer experience outlook: Continue reading →