AICEX: ci piace che il punto 3 esprima un concetto di Risk Management.
Blake Morgan , CONTRIBUTOR
Opinions expressed by Forbes Contributors are their own.
Companies coming out of the sharing economy are first to execute well on customer experience innovation. They simply move much faster than anyone else. These companies are moving the fastest to leverage tools such as mobile to bring amazing customer experiences. For example it was just announced you can hail an Uber through Facebook messenger. This is an example of the future of customer experience—channel agnostic interactions. That means regardless of channel the customer can get in touch with the company. Today this is not the case at any large company. There are agents hired specifically for one channel. In customer service today there are walls at every turn–there are walls for agents and walls for customers. There is no fluidity. Fluidity in customer experience puts you light years ahead of your competitors. It is the number one, no-brainer way to flood your gates with customers (in a good way).
There are a handful of tools and practices that will be of huge help as you shape the best possible customer experience you can.
Here are five of my must-have modern customer experience components.