Experience is everything: Here’s how to get it right
How satisfied are your customers? In one recent study, only half of consumers said that the companies they deal with provide good customer experiences. What they really want, they say, is the human touch: experience, abetted with digital technology, that connects with them and makes interacting with your company feel like a cherished habit.
Many business leaders understand this in principle. But only 10% of business leaders say that building better customer experiences is a digital priority.
As companies turn increasingly to technology to manage and enhance their customer interactions, they risk losing the human touch that people value most. This month’s issue of IT Foresight features “Experience is everything: Here’s how to get it right,” an analysis of a new PwC survey on customer experience. The takeaway is simple: every company can benefit from closing the “experience disconnect.”