{"id":3226,"date":"2018-11-13T08:00:27","date_gmt":"2018-11-13T16:00:27","guid":{"rendered":"https:\/\/blogs.poly.com\/?p=3226"},"modified":"2018-11-13T08:00:27","modified_gmt":"2018-11-13T16:00:27","slug":"redefining-customer-experience-in-the-digital-age","status":"publish","type":"post","link":"https:\/\/blogs.poly.com\/redefining-customer-experience-in-the-digital-age\/","title":{"rendered":"Redefining Customer Experience in the Digital Age"},"content":{"rendered":"
I hear it all the time when talking to partners, colleagues, and customers. In our always-on connected world, the marketplace for retaining and attracting consumers is fiercely competitive. Competitive prices and premium products are no longer sufficient enough to maintain customers.<\/p>\n
According to a recent in-depth Frost & Sullivan survey, 80% of customers<\/strong> base their choice of provider on Customer Experience (CX)<\/strong>. It has become the single-most important differentiator in making or breaking a brand. The need for personalized, relevant experiences are not only raising customer expectations, but making them more difficult to please. Companies, including Plantronics, are responding by offering multichannel support<\/strong> to communicate with customers, be it via phone, online, offline, social media, mobile, in order to offer 24\/7 services. But it begs the question, is this necessarily leading to better CX?<\/p>\n These are the trends that companies need to be aware of. Given the imporantance of CX in attracting and retaining customers, businesses must understand how easy it is to make important improvements.<\/p>\n As brands compete in CX, the takeaways from the Frost & Sullivan survey confirms my own first-hand experiences: businesses should not ignore the value of integrating human interaction to connect with customers at an emotional level. Also, companies need to embrace new technologies that can intelligently anticipate customer needs.<\/p>\n According to the survey, nearly 70% of global contact centers saw an increase in voice calls over the past year, with 56% experiencing a rise in average call time, and an overwhelming 85% expecting these interactions to become more complex. The trend is clear — customers want to hear a voice. We should take this to heart in our own businesses.<\/p>\n Moving in the right direction includes embracing innovative technology (headsets, other devices and applications) and smarter data analytics. By leveraging these tools, our businesses can create the most productive and efficient CX interactions which build and retain loyal customers \u2013 and keep them coming back for more.<\/p>\n To learn how to enhance CX in the age of empowered customers, view the Frost & Sullivan whitepaper and infographics here.<\/p>\n Whitepaper:<\/strong> https:\/\/www.plantronics.com\/content\/dam\/plantronics\/documents-and-guides\/en\/white-papers\/Redefining-CX-Digital-Age.pdf<\/a><\/p>\n\n