- A recent study by Gartner found that 80% of its surveyed companies now expect to compete mainly based on customer experience.
- The accelerating pace of digital transformation presents an ever-increasing range of communication channels, where each option must find its own place in a cohesive customer journey.
- People expect brands to engage with them as individuals, with content that is personalized and tailored to their unique needs and interests. Successful businesses treat their customers as an individual segment of one.
Unless they master and leverage the most relevant and engaging channels, businesses risk a fragmented customer journey and weakened customer engagement. But used well, these same new digital channels can raise ‘Net Promotor Score’, reduce churn, grow revenues and improve operational efficiency. McKinsey has found that businesses who shift their focus from individual touch points to a cohesive view of their overall customer journey, increase customer satisfaction 56 to 117 per cent.