Advanced technologies and customer touchpoints are creating powerful customer experiences (CX) that boost satisfaction in ways that were either unimaginable or unfeasible for most companies a decade ago.
Business leaders who want to enhance their companies’ CX and drive greater satisfaction need to:
focus on frictionless commerce,
consider augmented experiences,
and emphasize intuitive interactions.
The future of customer engagement will transforms touchpoints from nodes along a predefined distribution path to full-blown portals that can serve as points of sale or pathways to many other digital and virtual interactions.
Read more at this HBR article here