How Are Customer Touch Points Changing?
Across customer touch points, companies face a connected mandate.
“People expect to be able to engage across multiple touchpoints anytime and seamlessly transition between them. Companies need a full picture of what that journey looks like for any individual, and understand their pain points.”
Customer touchpoints shift as engagement goes digital
In marketing, customers want personalized touchpoints
In sales and commerce, customers seek connected touchpoints
In customer service, customers value multichannel touchpoints
Across the journey, connected customer touchpoints are essential
Customers see one company, not separate departments, and expect connected engagement across their various touchpoints. Yet 54% of customers say it generally feels like sales, service, and marketing don't share information as customers navigate their paths to purchase. To create truly customer-centric experiences, it's vital that companies unite around those customers with a 360-degree shared view of customer touchpoints.