Kevin Mabley

How can you deliver an award winning customer experience?

Author: Kevin Mabley

Providing an award winning customer experience (CX) to consumers goes beyond just being “nice.” Properly training your customer facing associates is certainly important, but as my colleague Bob Moorhead recently stated, “top notch customer service is driven by having the proper data and technology in place to fulfill customer goals.”  In other words, it’s not just about being friendly on the phone. It’s about resolving issues quickly and relevantly, which can only be done with the proper supporting technology and data infrastructure, requiring all parts of the organization to be aligned in order to provide utility to customers.

Tags: Article, customer experience, data, Forrester Research

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