The importance of customer experience for organizations cannot be understated. Some studies have indicated that organizations can lose as much as 20% of their revenues due to poor customer experience.
As Rob Tarkoff, CEO of Lithium Technologies, a provider of social customer community software, says, “We are living in an age of extreme customer expectations.” So, given the importance of the customer experience, are organizations doing enough to create a compelling experience for their customers in the digital domain? How can organizations master the new rules that will help them drive lasting customer engagement in a digital world?
Capgemini Consulting’s own view on customer experience is that it needs to be totally rewired for the digital age. Read this paper to understand how organizations can do this and rewire their customer experience for the digital age.