The Four Things Companies Are Still Getting Wrong About Customer Experience

The digital age has transformed customer expectations, demanding applications to be relevant, available, responsive, and accessible at all times. Enterprises are redefining their business models around "customer experience" by focusing on hyper-personalized experiences across all touchpoints. However, there are still blind spots that can negatively impact the customer experience: siloed customer data, reliance on CSAT scores as a sole measure of loyalty, lack of employee empowerment to be customer experience champions, and not using data for real-time insights. To overcome these challenges, companies must centralize customer data, focus on unseen drivers of loyalty and retention, empower all employees to be customer experience advocates, and adopt real-time data management platforms that deliver hyper-personalized experiences consistently across touchpoints.