Customer Experience (CX) is the new currency - the sum of all engagements and interactions a customer has with your business in every step of their journey and lifecycle.
Today everyone is exceedingly connected and technology is highly digital. As a result, customers are highly educated, bombarded and spoilt for choice. Today’s business decision-makers (especially millennials) are on a mission to get through as much of the buying process as possible without human contact. These buyers want to educate themselves and then make a choice or at least a pre-selection without having to navigate one sales pitch after another. They demand intuitive, self-service interfaces and 24/7 e-commerce availability.
Effective CX strategy uses advanced automation, content, AI and CRM to engage with people within their target segment and ensure that the CX being offered to its customers is positive, memorable and matches the brand’s image. One of the ways that we use to deliver personalization to customer experience is through customized and dynamic pricing, taking into account such parameters as purchasing volume, frequency and long-term relationship value.
