Whilst most organisations are striving to offer a terrific customer experience, only 7% currently do. This session will share exclusive research that re-enforces the importance of building trust with customers and the importance of long term relationships, not just an opportunity to sell more stuff!
- Customers have diverse attitudes towards use of personal data and channel experiences with organisations
- Customers’ channel preferences are influenced by context and the purpose of contact
- Few organisations deliver a fully integrated digital channel experience but most are working towards it
- Intelligent guided selling to personalise the eCommerce journey