If we were to decide on one crucial part of a successful business journey, it would be customer engagement. A customer-centric company’s focus should be supporting the customers throughout the business lifecycle. But as the number of customers grows in volume, organizations struggle to provide instant support even to customers’ generic requests. In this age, when almost all the tasks are automated, when interactive communications have become rare, a question arises whether it is possible to build a long-lasting customer relationship.
The modern digital era’s traditional online experiences do not seem to be user-friendly. For example, customers are frustrated when they do not ﬁnd solutions even to simple queries. It is notable that even frequently visiting customers of a website ﬁnds it difﬁcult to navigate; even basic contact details are hidden somewhere beneath.
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