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Topics covered in this on-demand webinar include:
- Understanding your customer’s journey
- Moving on from touch points to interactions
- The UX in the CX
- The role of your website
- Technical considerations:
- Big data and the 360 degree customer view
- Multi-channel, multi-device
- Content personalisation
Customer Experience: The Sum Of It All
Key considerations to drive customer satisfaction
As your customers interact with your brand across multiple channels, switching between digital and human interaction, the expectation of their Customer Experience (CX) is of one continuing journey, an evolving relationship with your brand that puts their needs firmly at the centre.
Customer Experience encompasses every touch point and overlays important considerations such as user experience, customer service, the sales process, and marketing/advertising from the perspective of the customer.
Tim Kirkman, Product Director at Elcom Technology, unpacks what Customer Experience means for your brand and explores important considerations leading to customer satisfaction and retention.