Technical / White Paper

HOW LARGE ENTERPRISES DELIVER CUTTING EDGE CUSTOMER EXPERIENCES

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This Technical / White Paper has been written by Tata Consultancy Services , and any views and opinions expressed do not necessarily reflect those of www.foodmanufacture.co.uk

HOW LARGE ENTERPRISES DELIVER CUTTING EDGE CUSTOMER EXPERIENCES

Companies that excel at customer experience perform better in the market. Highly satisfied customers will stay customers, and recommend you to their peers. Customer experience is a competitive advantage.
It’s not difficult to see that digital technology is integral to customer experience. 86% agreed that: ‘Within 5 years, interpretation of unstructured data from social media, phone calls and correspondence will have revolutionised measurement and understanding of customers' experience, behaviour and preferences’. However, 81% also agreed that: ‘The rush to become digital can obscure what an organisation needs to do to meet the true needs of the customer’.
As digital innovation blurs the lines between traditional sectors, TCS and Marketforce wanted to investigate how those businesses that deliver cutting-edge customer experience are now raising the bar for all. It is increasingly clear that consumer behaviour has been changed for good by the intuitive and personalised experiences pioneered by digital frontrunners.
This report provides a pan-sector snapshot of current customer experience practice in Europe. We look at those sectors getting it right, why the rest are getting it wrong, and chart a course to customer-centric success through an holistic CX approach that will satisfy even the most high maintenance customer. 

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