A digital customer-centric story only has a happy ending if you get the whole organization on board
If you want to scale as a company, you have to align certain processes. Nobody is surprised when financial processes or technological choices are written down so that the entire company can use them in the same way. But when it comes to customer experience, these processes all too often remain undefined.
De Tijd and L’Echo asked our expert Marjolein Callant how to leverage technology to improve customer experience.
We should not focus on digitalization as the solution in case of customer friction or disappointing business results. Really focus on the end-to-end process, with all internal and external stakeholders.
The 1 second customer: attend the digital roundtable
During this livestream, CX experts explain in detail how they do it and what makes the digital customer experience so special. Explore the 1 second customer in an inspiring roundtable discussion organized by De Tijd en L’Echo.