How Unified Is Your Customer Experience?

December 12th, 2013

With contributors:

John Dalton , Curt Nichols , Amelia Sizemore

Summary

Today's customers interact with companies across a range of media and devices, including electronic ads, digital interfaces, phones, and physical spaces. It's the sum of all of these interactions that informs customers' perceptions of a brand. In such an environment, firms cannot afford to take a touchpoint-by-touchpoint approach to evaluating the customer experience. Instead, companies need to take a journey-based approach to digital customer experience improvement. This report helps customer experience professionals plan their cross-channel assessment initiatives.

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