In the experience economy, frictionless experiences have become table stakes. Now, consumers are demanding more. There’s a new set of customer expectations for seamless consistent, proactive, predictive, and dependable interactions not only within, but across every interaction channel, platform, and business function throughout the entire customer journey. In other words, consumers expect a Total Experience.
In this video, hear from Kate Kompelien, Director, Customer Experience Solutions at Avtex as she unpacks what it means to deliver a Total Experience and what could happen if companies fail to meet the new set of customer expectations.