Building a Customer Experience Strategy


Customers will not be won on the price page or by product features, but rather on the entirety of your customer’s experience.

When planning your Customer Experience Strategy, you should be considering the following:

  • Customers Prefer Self-Service
  • A Consistent Customer Experience Spanning the Digital Channels
  • How to Create a Single View of the Customer
  • Mobile-First Customer Service
  • Overcome the Knowledge Management Challenge
  • Understanding the Customer’s Expectations