Customer Experience – why your fancy technology matters less than you think

A study by SDL suggests that of great customer experiences, only 7% are created by technology alone. 42% are created by people, and 49% created by the combination of people and technology. In the rush to enhance customer experience and modernize our processes we often forget the power of human interaction. The solution lies in thorough understanding of your customer journey and reviewing two things at a quantitative and measurable level:

1. Where are the customers falling out of the purchase funnel and how can you focus technology to help your people prevent that from happening?

2. Where are you making money and how can you create technology to help your people do that easier?

Read the full-length article here. Originally published on www.switzer.com.au