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Connecting With Customers From Start to Finish

Published By: MindTouch
Published:  Mar 18, 2019
Length:  7 pages

The recent groundswell around customer centrism and knowledge management (KM) is no coincidence. Today’s customer journey is far more expansive and layered. Customers, conditioned by the vast availability of convenient digital experiences, have come to prefer digital channels. And their expectations are high.

Supporting these journeys means companies must reorchestrate them from the customer’s perspective, striving to meet customer demands throughout. Speed, convenience, and relevance top this list of demands, and all of it must be available in the selfservice channels customers already use. They want the right answer, at the right time, in the easiest, most digestible form possible.