CX strategies beyond 2021

The CX landscape has significantly changed across industries and geographies in the last 18 months, we can all feel the shift

The 2021 Zendesk CX trends report has validated this by highlighting that approximately more than half of the customer profiles in this survey say their experience with a brand is now more important to them than ever before.

Transactional engagements are a thing of the past, has your brand made that shift from transactional to relationship-based engagement?

Today’s customers have a higher expectation – they don’t only want to be heard but have an engagement with resolution in their preferred method of communication Brand engagement via Omni Channel has become more of a standard that a nice to have.

Perfection is not the name of the game, but continual optimisation is.

Optimisation can only happen when you are effectively tracking, monitoring and interpreting customer feedback at every touch point in the customer journey and applying their feedback to either your people, process or technology.

Valuable, exceptional customer experiences come from the listening, planning, optimising and listening some more.

If you really want to build a long-standing, credible relationship with your customers, they need to know they are being heard.

Author: Roshan Sookdeo

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