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How the dash to digital has harmed customer experiences

Digital transformation of business has leapt forward dramatically over the past year as a result of the pandemic. But while jerry-rigged solutions and patchwork platforms were adequate for a time, that is no longer the case.

Craig Farley, Head of Consulting at IPI, shares his thoughts:

Craig believes that the digital expansion over the past year will have only increased customer expectations for personalisation: “As customers expect more communication channels, they also expect these to be tailored to them and for organisations to offer personalised engagement as standard. Personalisation plays a vital role in enhancing the customer journey .”

 

This article originally appeared on MyCustomer where you can read other experts digital transformation thoughts and comments.

A headshot of Craig Farley

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