The Cost of Managing the Customer Experience

Understanding The Costs of an End-to-End Journey

Let’s start with a question. Would you like to be known for having a best-in-class customer service experience?

For any organisation worth their salt, the answer will be a resounding yes. This is usually followed by “that’s all well and good, but will it be expensive to implement?”. That’s an important question to ask when any significant shift to a new system, process or innovative approach usually comes with a sunken cost.

But what is the hidden cost of continuing with an archaic, underperforming customer service experience that continues to miss opportunities across the entire customer experience journey to delight audiences and build brand loyalty?

More importantly, do you know how much these costs are?

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