In many industries, the experience that customers receive is driven by technology. Of course, such technology is changing rapidly, which means that the experiences that can be delivered is also evolving. Organisations must ensure that they keep pace with such changes. As a result, when making investment decisions, managers must choose from a wide selection of solutions.
So, let’s explore some of the key options managers need to consider when seeking to deliver enhanced customer experience in today’s multichannel digital world.