Tag: Customer experience

Are you keeping up with your tech-savvy customers?

Vala Afshar of Salesforce on the new rules for delighting—and keeping—your customers in the digital age.

2017 biz tech trends

Five game-changers for the new year. Is your company prepared?

Five technologies for delighting connected customers

Consumers and business buyers expect emerging tech to change their experience with your company.

A beacon for personalized customer engagement

A case for using beacons in combination with other technologies to create a truly custom customer experience.

Lessons in innovation from the future of shopping

How retailers can uncover the innovation opportunities promised by the internet of things.

4 Customer Experience Disrupters

I firmly believe that the more opportunities you have to reinforce your brand promise with customers, the better your balance sheet. So, I see the proliferation of customer touch points as a positive development for businesses. Organizations that are committed to cultivating a customer-centered culture can gain a significant edge over the competition. Recent research proves my point. According to the Watermark Consulting 2013 Customer Experience ROI study, customer experience leaders outperform laggards by 43% when indexed against the S&P. That’s a massive difference and a major opportunity to leverage the art and science of customer experience to distinguish your company from the competition. Innovation will always be important, but customer experience is clearly the number one factor in determining your market valuation and validity as a business partner in today’s digital marketplace. It’s never been more important to empower employees across the board with the information and inspiration they need to live the brand promise in every customer interaction. Making that happen will require more than expanded and enhanced resources. You must build an integrated organization that is infinitely capable of delighting customers consistently across multiple channels. New strategies, culture change and different corporate governance processes are necessary to …

Contacts

Chris Curran

Principal and Chief Technologist, PwC US Tel: +1 (214) 754 5055 Email

Vicki Huff Eckert

Global New Business & Innovation Leader Tel: +1 (650) 387 4956 Email

Mark McCaffery

US Technology, Media and Telecommunications (TMT) Leader Tel: +1 (408) 817 4199 Email