Customers have access to significant amounts of information about a company and the products it sells, and they are constantly comparing prices, services and reviews with competitors. Consumers expect companies to embrace new technologies and social trends the moment they become popular.
What does it take to meet customer expectations and build loyalty in the digital age? What’s the best way to analyze and improve incredibly complex and fluid customer journeys that include nearly endless combinations of traditional and digital touchpoints and interactions? How do companies turn the nonstop barrage of feedback from dozens of review sites and social media channels into useful information?