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Connected Customer Experience

What does Connected Customer Experience mean?

Author Eric Marlan on Dec-20-2016

Connected Customer Experience means:

  • Knowing who your customers are, understanding how customers use your products, and being there when customers need help
  • Making it easier to do business with you, implementing customer-centric processes, and eliminating frictions and gaps in the customer interactions
  • Improving customer satisfaction, retaining more of your customers for long term and maximizing the customer lifetime value of the loyal customer base
  • Supporting customers across all channels, devices, and screens, bridging the silos of knowledge, applications, and systems, and connecting all service interactions throughout the customer lifecycle

We look at five ways Connected Customer Experience enables you to build a sustainable competitive advantage and maximize customer lifetime value.

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