Here’s a question for employee communicators: If companies with a laser focus on customer experience can outperform those that don’t, shouldn’t you focus your comms strictly through the experience lens of your customers — your employees?
In the ‘2021 CX Industry Report’ by UserTesting, it was found that despite the efforts to improve CX, many companies are still in the early stages of establishing their CX practices. Sixty percent of respondents admitted that their organization doesn’t have a formal CX strategy in place or only reacts to issues as they happen.
How do experts design for immersive in-store experiences while leveraging the efficiency and instant gratification of the digital world? This is the essence of the phrase “phygital” — the combination of physical and digital for enhanced experiences.
Customers often prefer to find solutions to their problems themselves rather than having to speak with a customer service agent. By providing them with ways to solve their problems, a brand is simplifying the customers’ interactions and reducing the effort they have to make. This article will look at the ways that self-service trends are changing customer service.