Ten years ago, people would simply pick up the phone and call your business when they needed help. That’s no longer the case. Today, by the time your customers make that phone call, they’ve most likely already tried three other channels to find the answer they’re looking for. The customer’s journey to your business has changed. And so have their expectations.
Your customers’ ideas about what constitutes a good customer experience (CX) have evolved in the same way their lives have evolved. They live and do business in a digital world.