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Most companies are getting customer experience wrong

Published on 20 May 2019

In this time of customer-led, fast-paced digital transformation, organizations have to provide a great customer experience (CX) or risk getting left behind.

“More than two-thirds of marketers responsible say their companies compete mostly on the basis of CX and in two years’ time, 81% say they expect to be competing mostly or completely on the basis of CX” Gartner CX study

A small flash-poll we did on Twitter, reinforces that no matter how great your products and services, it’s mostly customer experience which underpins customer loyalty.

Unfortunately a great customer experience doesn’t just happen on its own. Too many organizations have only a vague idea of what CX actually means and how to go about getting it right.

Our experts opinion:

Getting your organization’s digital communication to the point where it’s a powerful driver of customer experience is by no means easy. But, you have to start somewhere…

  • Map your key customer journeys to understand the ‘moments that matter’
  • Use data to create relevant, hyper-personalized content that starts conversations
  • Allow customers to engage using the channels they prefer
  • Keep processes as simple and friction-less as possible
  • Create trust through consistency and security

Building great customer experiences takes time. Get it right, however, and your customers will reward you with loyalty.

Brent Haumann

Brent Haumann

Chief Experience Officer, Africa

Let’s help make your digital communication a key driver of a great customer experience

Striata is a leading provider of digital customer communication solutions that improve customer experience and advance the digital transformation of a company’s communication strategy.