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Personal vs. Impersonal Customer Experience
An attendee asked the following question:
Digital customer experience is inherently impersonal. How do we balance that with the goal to achieve trusted advisor status, to know our customer better than they know themselves?
My take: The digital experience should be enhancing and augmenting the personal interactions your employees are having with customers. And the digital experience should be replacing lower value add tasks to unlock cycles to maintain a strategic, personal relationship with more customers.
What do others think?