Promo It’s easy to say you want to deliver frictionless experiences for your customers across multiple channels. But what does that even mean?
This is a particularly pertinent question for software engineers, who like to measure things, and business managers, who are used to managing things that can be measured.
But when it comes to today’s modern, multi-channel interactions with customers, the picture is complex and, in parts, fuzzy. Sure, it’s important to track things like when a customer contacted your support team, how long that interaction took, and whether their issue was resolved. But how do you relate what happens in a mobile app to what happens via your website or call centre?
And you need to factor in softer issues too, because perceptions and emotions are also part of the overall customer experience. A less than great experience on your website might mean the customer never downloads the app, or even picks up their phone.
So, how do you learn to juggle all these factors as you design the multi-channel journey that customers need and expect, particularly in the COVID-19 era and beyond? And how do you manage all of this when you simply don’t have enough developers to hand?
You can start with this ebook, courtesy of OutSystems, the modern app development experts, and AWS on how to Use a Modern App Platform and AI to Deliver Frictionless Customer Experiences.
You’ll get a breakdown of the key terminology, what it all means, and what it involves, from multi-channel to omni-channel, right through to multi-experience.
You’ll also come away knowing the difference between user experience (UX) and customer experience (CX), and how the two are related.
And you’ll get insight into how companies have overhauled the way they approach CX in general, and app development in particular, revolutionizing their businesses in the process.
At the end of this, you’ll be ready to begin overhauling your own CX approach and have a clearer idea of what to look for to help you with this.
If you want to know a little more, you can step into this webinar, and if you’re ready to take your own great leap forward you can head straight to AWS and try OutSystems for free. What could be warmer and fuzzier than that?
Sponsored by OutSystems