What Separates Customer Experience Leaders From the Laggards?

Customer experience leaders are increasingly winning over the laggards in the battle for customer retention and revenue.

And more importantly, what can you do improve customer experience?

This article from CMS Wire, reveals the gap between customer experience leaders and laggards is widening. “A rising tide of customer engagement, fed by increasing levels of contact coming from a greater number and diversity of channels.”

What can your company do to narrow that gap?

Technology Gives an Edge, But Only if You Do Your Homework First

Our own CEO shares her perspective in the article:

“Technology represents the bleeding edge of customer experience innovation, said Ali Cudby, CEO of Alignmint Growth Strategies (formerly Your Iconic Brand) and adjunct professor of entrepreneurship at Purdue University. Companies continue to raise their game by optimizing the customer relationship. Tech has transformed the way companies interact with their customers, from marketing and customer success to the integration of tech and product. Chatbots are a perfect example of that kind of integration, because they are tech-driven and yet have to be on-brand.”