FEATURE
OUR ABILITY TO SUCCEED WILL DEPEND ON THREE FACTORS : UNDERSTANDING THE CUSTOMER , MAKING LIFE CONVENIENT FOR THEM AND MAKING THEM FEEL LIKE WE UNDERSTAND THEM AS AN INDIVIDUAL . all non-sale engagements need to be captured , even ( and perhaps especially ) if they did not lead to a purchase . Monthly active users on apps , engagement scores from surveys , renewal rates , adoption rates and gross and net retention rates – these are the lines on today ’ s scorecards .
As the region continues its return to economic stability , the employee experience will play a larger part in corporate strategy .
Talent shortfalls can stymie recovery as much as a lack of customers . Well-trained , amply equipped people will keep consumers coming back for more . Unengaged , ill-informed employees will chase them away . Mobile , virtual agents , live chat and social media platforms will all need to be used to ensure that employees can connect with customers however and whenever customers want to connect . Chatbots will play an invaluable role in preserving human ingenuity for the issues that require it , thereby enhancing both customer and employee experiences .
When workflows are digitised to this extent , it becomes easier to track every element of the experience . What were customers doing just prior to a sale ? What did they do afterwards ? How often are they using the product or service ? Capturing this information can allow digital businesses to derive other metrics , such as the probability of subscription renewals .
Rise from the ashes
A digital economy has emerged to complement our digital lifestyles . Information , products and services are no longer confined to tight geographical radii . And this holds true for industries beyond retail and media . Banks can advise customers across the globe at any time ,
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