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Focus on digital and customer experiences has weakened customer service: Aarron Spinley

Focus on digital and customer experiences has weakened customer service: Aarron Spinley
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Aarron spinleyCustomer engagement stack

Narrowing the customer expectation gap through data-driven experiences

A special CMO, CIO and SAP virtual event Bridging the experience – expectation gap with customers is the tricky task organisations are faced with today, and digital, data and a human touch are the tools they must harness to succeed. According to SAP Customer Experience’s new research, Heart Matters: why customer experience is an affair of the heart, customers in Australia have ever-higher expectations of their favourite brands, from transparency and security of personal data to frictionless interactions across channels in a responsive and personalised manner. Today’s customers want engagement on their terms and in ways that honour their privacy and instil trust. And thanks to rapid digitisation during the pandemic, they expect experiences digitally enabled, too.

Shane lentonAarron spinleyHeart mattersஷேன் லெண்டன்இதயம் விஷயங்கள்