Consistent experiences create trust in an organisation, with each interaction contributing to your overall user experience.
The majority of organisations find it incredibly hard to deliver on this expectation. The good news is that this represents an opportunity: exceptional and effortless customer experience will give you a competitive edge in today’s marketplace.
A journey between your channels needs to feel seamless. Customers don’t care that your website only syncs every three hours with your complaints handling system – if they follow up a web enquiry with a call, you need to have answers.
Read our guide to understand the five essential factors to help align your online and offline customer experience.