MOUNTAIN VIEW, Calif. – Sept. 14, 2016 – Customers have never had greater control over their interactions with service providers than in today’s digitally-enabled world. With a variety of front doors to your business – smartphones, social media, and online self-service – the customer is truly in charge of the conversation.
Frost & Sullivan’s latest article, Giving Up Control: The Customer is King Again, explores key Customer Experience challenges, the importance of internally aligning your customer experience strategy, and how your business can take customer satisfaction to the next level!
To download the complimentary article, please visit: http://frost.ly/ql
In a recent Frost & Sullivan thought leadership panel discussion which included the participation of various name-brand organizations including Verizon Enterprise Solutions, TD Bank, Jet, Fullbeauty Brands, SunTrust Bank, Lincoln Financial Group and Hilton Worldwide, Executives contributed insights about the strategic importance of implementing a seamless, consistent experience for their customers across all communication channels and the challenges they’ve faced along the way.
“It is critically important to continue the dialogue about how to advance customer service on a digital level”, says Frost & Sullivan Digital Transformation Principal Analyst Michael DeSalles. “We get a chance here to discuss the integration of digital technologies with the goal to create exceptional customer experiences”.
To remain competitive and relevant, companies must design and deploy an effective customer experience strategy. This includes the ability to change communication preferences to any device, anytime – and deliver the same message to customers, regardless of their channel of choice. A well-designed customer experience strategy has multiple benefits for any organization – call deflection, reduced cost, greater loyalty, around-the-cloud coverage, as well as improved overall service. This strategic framework will enhance the value of the brand and keep customers coming back.
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Our “Growth Partnership” supports clients by addressing these opportunities and incorporating two key elements driving visionary innovation: The Integrated Value Proposition and The Partnership Infrastructure.
The Integrated Value Proposition provides support to our clients throughout all phases of their journey to visionary innovation including: research, analysis, strategy, vision, innovation and implementation.
The Partnership Infrastructure is entirely unique as it constructs the foundation upon which visionary innovation becomes possible. This includes our 360 degree research, comprehensive industry coverage, career best practices as well as our global footprint of more than 40 offices.