Although the concept of customer experience is part of the daily life of many companies, so much so that it is considered the Key driver of their digital transformation , according to a study conducted by Forrester Research , only 1 in 5 customers are fully satisfied with the experiences offered by organizations, although in 84% of cases, the latter declare themselves leaders in this area.
User experience , Customer service and much more: it is clear that on the business side there is still a great tendency to simplify the concept of " customer experience ", relegating it to certain areas and forgetting that it belize cell phone number list calls into question the complete customer journey of the customer in the different physical and digital touchpoints and the interactions that are generated in each of them with the emotional, cognitive and sensory impacts that result from them.
In such an articulated framework, complex challenges arise for companies that can no longer ignore the need to implement strategic levers and skills such as those related to data analysis .
Opportunities
and meeting points between consumer and brand are multiplying, digital and physical channels alternate seamlessly: knowing how to collect, standardize and analyze data is becoming essential to know in depth the characteristics and interests of customers, but also to stimulate their needs even before they manifest themselves.
All this translates into the real possibility of personalizing the relationship with the customer, with obvious positive impacts on engagement with the company and its loyalty .