Category: <span>cxtips</span>

What is Customer Experience Architecture?

The customer experience architecture connects all aspects of the customers’ experience with the business and the organization. It maps the fluidity of customers’ needs and expectations, highlights major opportunities to have business impact and translates these into clear organizational capabilities. Service providers are continually reshaping their offering in response to …

6 key areas to consider in Digital CX excellence

Digital CX excellence, from a customer perspective, is directly linked to the extent to which companies excel in six key areas: 1. Channel Flexibility •Ability to seamlessly switch between multiple channels without losing the context•Consistency of information across all channels•Ability to save and display a customer’s history 2. Reachability •Awareness•Existence …