As customers we are offered a range of channels to connect with an organisation. We expect these to be consistent in the quality of service and the information provided. As…
Martin Jukes from Mpathy Plus discusses some of the considerations when introducing alternative customer contact channels in transforming service. This includes channels such as livechat, self service, video in addition to more traditional telephone and email.
Discussion relating to how the customer experience should be a paramount consideration in digital transformation and channel shift.
There is a plethora of confusion around Digital Transformation. There are many ‘experts’ and organisations that claim to have transformed!