The 5 keys to creating connected customer experiences

It isn’t easy to make an online experience empathetic — it requires all kinds of connections to deliver an exceptional and personalized connected experience. Forrester released a survey recently that says companies that create these connections across channels report dramatic benefits around revenue growth, innovation, cost reduction, customer experience and digital transformation.
There are five key capabilities organizations need to overcome these obstacles and create seamless and personalized experiences for their shoppers, customer service agents, and knowledge workers. When these five capabilities are humming along in concert, customers feel recognized and delighted at every turn, and employees feel empowered to make data-backed decisions to optimize the experience.