Understanding the Challenges of Customer Experience Convergence
Why implement experience convergence if there’s so much work and change involved? With 96% of customers (B2C and B2B) saying that “excellent customer service builds trust,” creating a seamless experience across the customer journey is critical for long-term loyalty. Stronger customer connection is the main motive for working toward a new CX paradigm that, perhaps surprisingly, evokes the person-to-person, local customer service of the pre-internet past.