How to deliver great customer experience at scale

The most effective customer strategies are grounded in active engagement, setting clear expectations and empowering users with options that suit their needs.
As travel restrictions and lockdowns were announced around the world in the spring of 2020, businesses had to quickly rethink their customer experience strategy. Unable to continue in-person interactions, many companies looked for new ways to meet their customers (and identify new customers) online. Recent indications are that some of these trends will endure: Forrester predicts at least 80 percent of the B2B sales cycle will happen in digital settings moving forward. And according to eMarketer, “buy online, pick up in store” sales in the U.S. are expected to reach US$58.5 billion this year — a 60 percent increase over 2019. Read more…