Trends that are transforming customer experience

For businesses to get a single view of the customer experience, they need to understand each interaction customers have with their brand. As the number of touchpoints and customer interactions increases, that view can be more difficult to achieve.

Watch Nichole Jordan, national managing partner of Markets, Clients and Industry, describe the 5 trends that are radically transforming the customer experience.

While humans remain the heart of great customer service, technology is rapidly taking on the work of hands and feet. Businesses need to use technology to fully connect with their customers. They must create a virtual cycle of feedback about need and customize response as much as possible. Businesses must make each customer a market of one.

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