Are You Using Digital Technologies to Improve or Degrade the Customer Experience?
Digital technologies can be used to improve Customer Experience. For example, by:
- Enabling the customer to do more more for him/herself e.g. check/update account information, find relevant information, set-up alerts, set-up event triggered transactions, make purchases online, get chat based help with queries or problems….
- Provision of data/information based services e.g. alerts that notify the customer that price of the ticket has fallen.