Always having devices in our hands combined with an ‘always-on’ mindset, means it is far quicker to send and receive in a relevant, authentic way. Whether we ask for feedback from 1 or 100K customers, it makes little difference to price, driving the response, let’s contact everyone, at every contact-point, each time.
More importantly, digital is the enabler to how we can activate the CX program. Automation simplifies the steps - gets the invite sent, uploaded, processed, visualised and hot-alerted to any corner of the globe. The act of collecting data, which took so much sweat in the past, is streamlined. That creates a game-changing benefit – CX Tracking is not only for future learning, it is also in-the-moment course correction. Or, put another way, from describe to prescribe.