Category: Professional Services

Dan Gordon, Senior Vice President of Strategy and Development at West tackles the most common customer experience shortcomings for brands in a recent guest blog for Loyalty360:

… While many enterprises within these sectors have established multiple channels for customer interaction, far fewer have taken the necessary step of ensuring cross-channel and cross-functional visibility. By failing to integrate platforms, applications, and services in a comprehensive communication ecosystem, these industries deny their customers a seamless experience and, instead, risk burdening them with redundancy…

Gordon highlights three big moves organizations can make to address this struggle:

1. Evaluate where you are and where you want to be
2. Identify gaps in communication between the two
3. Prioritize next steps based on mutual value to the brand and customers

Click here to read the full article and dive into each step.