Mind the Gap: Avoiding Common Mistakes when Interacting with Customers

Your customer experience has gaps. To mind the gaps, you must find the gaps. As your organization adds new channels, adopts updated regulations, and increases stakeholder participation, complexity creeps into your organization. Ultimately, this complexity creates opportunities for more gaps in your customer experience.

In this keynote session from the CXNLive: Omnichannel CX 2021 event, Quadient experts shared insights on critical gaps that often exist when adding new channels, incorporating new regulations, and increasing participation of stakeholders. Some of the common gaps they examined included:

• Customer voice consistency between communications
• Expectation mismatches associated with departmental handoffs
• Continuity of experience during channel changes

Watch this event on demand to learn how to use journey mapping, the latest CXM approaches, and new collaboration tools to ensure CX consistency as customers engage with multiple teams, channels, and people within your organization.

Featured Speakers

  Andrea Tucker,

  VP Product Marketing

  Quadient

  Scott Draeger,

  VP Digital Transformation

  Quadient