Skip to main content

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 .”

For more information, please contact us.

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

Post Categories:

Articles | Cloud | Contact Centres | CX | EX | Omnichannel | UC