We’ve all heard that connecting your journeys and touchpoints in the customer experience will help to increase your ROI. In fact, according to McKinsey Consulting, “Maximizing satisfaction with customer journeys has the potential not only to increase customer satisfaction by 20% but also to lift revenue by up to 15%, while lowering the cost of serving customers by as much as 20%.” And that’s no small amount of change. But often it’s easier said than done. In this session, join Andi Dominguez and Andrew Stevens from Quadient as they uncover:
- Common customer communication challenges and pains, and why CX often suffers when it shouldn’t.
- Examples of how improved touchpoints and optimized journeys can drive better experiences.
- How organizations can move from being focused on outputs, to being strategic advisors focused on CX outcomes.