Greeting your customers before they arrive: Strategies for a successful digital customer experience transformation

The customer service (CX) value proposition is experiencing a revolution. A swath of competitors, born on digital platforms, are infiltrating established industries, disrupting the way companies do business. Not only do these disrupters bring buyers new access points for purchases and interactions, but they’ve viscerally changed expectations around the customer experience.

To compete, established businesses need to create the same level of customer intimacy as these emerging competitors, and consistently deliver the kind of experience their customers really want.

This paper explores how organisations can successfully transform their customer experience using a bespoke blend of customer intelligence, dynamic analytics, artificial intelligence, automation and other digital tools.