20th Nov 2020

Critical touchpoints that make or break the customer experience

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'Moments of truth' are make-or-break instances along a customer’s journey that present a decision point. If executed well, the customer continues on their journey doing business with the brand; if executed poorly, it’s likely the customer will stop doing business with the brand. Each moment of truth is an opportunity for the brand to differentiate.

A lot of factors derail companies from being able to meet customer expectations, including silos, data discrepancies, poorly designed or nonexistent omnichannel capabilities, legacy technology platforms, and more.

Breaking down, or connecting, silos is critical. When brands aren’t able to share data between and among departments and channels, the customer feels it; the experience is fragmented and takes effort. 

In this first-of-its-kind eBook, we examine the key 'moments of truth', map the customer lifecycle, and uncover key CX challenges and opportunities for some of the most complex industries including:

  • Banking
  • Insurance
  • Healthcare
  • Telecommunications
  • Utilities

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