Creating a competitive advantage by investing in customer experience

It all starts with a conversation.

Today, the vast majority of product and service categories support a marketplace of competitors that are more similar than they are different. That means meaningful differentiation between brands is derived from the way a brand makes customers feel – or the simplicity and ease of one customer experience over another.

In other words, simple transactional interactions are now table stakes. What customers really crave are deep connections that lead with empathy and anticipate their needs. They crave conversations. Whether those conversations are human-to-human, or just feel that way, it’s crucial to ensure you have the proper technology in place to get those conversations right.

This flipbook explores how and why focusing on creating powerful conversations is the secret to modern customer experience differentiation.

You’ll learn:

• Why customer experience matters more than ever
• The power of conversation to create brand-building customer loyalty
• How to invest in customer conversations that deliver value