can now track customer journeys in some form, of those 44% have automated processes available
Understanding user behaviours, patterns and transaction value potential across each channel path is crucial. Organisations are struggling to track customer journeys that now frequently start on one channel, hit a few more and end elsewhere. Choice is crucial, but so is the functionality and consistency of experience.
Most companies are prioritising omnichannel solutions, designed specifically to connect the customer journey. However, those systems will only flourish if they are designed on solid process, validated by analytics and have robust review mechanisms that help identify problem hotspots and customer frustration points. Silo management is affecting the effort, and organisations need to ensure they are structured to facilitate the omnichannel vision.
Benchmarking provides a vitally important reference point. It helps you gain insight into future trends, the ways in which your customers are likely to behave, and the performance levels you need to attain or aspire to. Attend a local event to personalise your results and get next steps. Register your interest here.
Dimension Data harnesses the transformative power of technology to help organisations achieve great things in the digital era. Customer experience (CX) forms part of Dimension Data’s Customer Experience (CX) and Collaboration Business Unit and enables over 7 billion customer interactions a year. We have over 33 years’ experience in planning, designing, integrating, and managing contact centres for our clients globally.