Last year 89% of businesses viewed customer experience as their main competitive differentiator. In 2020 action (or lack of) will be the polarizer. It is one thing to go with the crowd and say you are laser-focused on Customer Experience, but continuous improvement is harder to achieve. Those that don't continue to take action will be shocked by how quickly they lose ground to those that do. The top three areas to consider are:

Provide the experience your customer expects, or they'll get it from your competition.

Growth requires the attraction of new clients and the retention of existing customers. Both require the right Customer Experience. Ensure your business thrives despite the competitive onslaught as digital transformation continues to accelerate.

Customer Experience (CX) - It's not just about the customer. Yes really!

You can't provide leading CX with unhappy employees that turnover frequently. Employees engage when they have the right tools, empowerment to solve customers' problems, and a sense of contribution towards the objectives of the organization.

What do customer expect? Ease

Forget delighting customers. Well, forget it as a scalable growth strategy. What customers crave, and what is cost-effective to give them, is ease. Reduce the friction associated with finding information, buying, and solving the problems that inevitably come up.

Let us show you how you can make your agents and customers delighted with improved customer experience.