Effortless Engagement in an Interconnected World | Interview with Chris Caldwell, President, Concentrix
Customer experience is many things, but in the age of digital, it's evolved significantly. There are more channels, more devices, more touch-points to connect with your customers; delight them, and keep them coming back, or disappoint them.
The companies that strengthen their customer loyalty and stickiness do so by building organic relationships via an intelligent, integrated multichannel approach driven by analytics. It is a combination of technology, people, and know-how and many organizations are choosing to partner with the experts to get it right. The disruptive forces unleashed by the Internet of Things and the Digital Revolution will only heighten the expectations of consumers. Brands now recognise that better business performance means offering better, personalized customer engagement.