Buying habits and expectations have changed. Customers and employees today want quick access to all the information they need. Organizations that can connect that information and provide smooth employee and customer journeys through communication-centric digital experiences gain an advantage. Yet, many organizations still maintain disparate systems and departmental silos that lead to disjointed, overly complex and frustrating experiences.
Give customers and employees new reasons to engage and stay loyal with relevant, communication-centric digital experiences that are frictionless, omnichannel, data-driven and highly personalized.
Companies today struggle with a cross-functional dilemma fueled by silos and systems. Marketers want to generate demand, build brand value and drive conversions. Operations, customer service and other support teams strive to streamline transactions, communicate clearly and manage compliance complexity. A total experience strategy brings all departments together with customers in a shared digital experience.
65% of consumers say most companies they do business with need to improve their customer experience, making it a top focus for executive leadership. Organizations need to eliminate silos and accelerate digital transformation to enable the shift from customer communications to customer experiences.
71% of consumers expect personalization and 76% get frustrated when they do not find it. To achieve higher conversion rates and stand out amid content overload, organizations need to eliminate irrelevant communications and move from transactional to relevant experiences.
Organizations that adopt a true omnichannel strategy achieve 41% faster revenue growth, increasing the need for a targeted communication approach. Organizations need to orchestrate complete, seamless customer journeys across all channels, interactions and touchpoints to advance from multi-channel to omnichannel.
75% of customers expect to receive excellent or good service, leading companies to refocus on listening to their customers’ needs. To truly understand the customer and enhance decision making, increase empathy and improve service, organizations must shift from one-way communications to two-way conversations.
According to Gartner®, “The top two reasons for pursuing digital initiatives are to enhance customer experience (58%) and improve employee productivity (57%), which should not be pursued in silos, spurring a move towards unified systems. Organizations need to automate and optimize operations, reduce costs and increase loyalty and retention with a total experience (TX) strategy for creating shared customer and employee experiences.
Move from paper to digital, from multi-channel to omnichannel and from transactional to relevant customer and employee experiences to maximize acquisition-to-retention.
Research shows that customer experience leaders grow revenue faster than laggards, cut costs, reduce risk and can charge more for their products. Integrate communications, messaging, data insights and information into a single platform to deliver consistent, engaging and relevant customer journeys and experiences.
Customers expect seamless, frictionless digital experiences. Employees want to resolve customer issues quickly and easily. Meet the needs of both with a single, cloud-based platform that works across all departments, channels and touchpoints, eliminating silos, automating and digitizing processes and optimizing employee experiences for greater efficiency.
Learn the top 5 benefits of communication-centric experiences
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