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Informed and empowered consumers continue to grow their use of mobile and digital technologies to seek out competitive products and services. Yet in the race to win, serve, and retain these customers, their digital transformation strategies often leave out the coordination and integration required to create seamless journeys across all touchpoints. In what Forrester refers to as the age of the customer, companies must focus on creating superior customer experiences (across all channels) or risk becoming irrelevant.
In an exclusive paper, our partner Contact Solutions commissioned Forrester Consulting to evaluate the importance of providing a seamless engagement experience for customers across all touchpoints. A survey was designed with the hypothesis that success in the age of the customer requires flawless execution of customer experiences across channels, including contact centers and digital touchpoints (such as mobile). Did this bear out?
OpinionLab, A Verint Company, believes that listening to your customers is important, but more important is the need for you to listen to them on their terms and react quickly and effectively to what they tell you. Hundreds of the world’s leading brands today trust OpinionLab to optimize customer experience and drive engagement across multiple channels.