Rethinking the Customer Journey with a Digital Perspective

Rethinking the Customer Journey with a Digital Perspective

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Enhance the customer’s lifetime journey with a multi-channel strategy

According to Gartner, “by 2020, poor customer experiences will destroy 30% of digital business projects.”1

Many organizations today have one-sided communications with their customers. In the age of always-on communications, we believe organizations need to deliver relevant content across multiple channels to provide a great customer service. Personalization has quickly gone from a “nice to have” to a “need to have” in the context of the customer experience.

In this report by analyst firm Gartner, you’ll learn about the seven best practices leaders should use to drive improvement in content and knowledge delivery for their customers. Download to learn:

  • Why, despite investments in user experience and web improvements, customers still have difficulty finding relevant, helpful information
  • Various considerations organizations should understand as they relate to the customer view
  • How to avoid data silos and improve the delivery of contextualized customer experiences that provide targeted, relevant content

Start delivering the relevant content and knowledge your customers are looking for, read more in this report.

1. Gartner [Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service], [Olive Huang, Michael Maoz, Gene Phifer, Jim Davies, Mick MacComascaigh, Jenny Sussin, Brian Manusama], [09 May 2017]

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