As customer interactions become primarily digital, the quality of these digital impressions has a defining impact on your overall customer experience. But what is a digital experience, and how does it differ from a digital customer experience?
Companies have traditionally looked to improve customer experience by focusing on particular touchpoints, which sometimes can create misleading results. Even if a touchpoint scores high for satisfaction, that doesn’t mean that the customer didn’t encounter any other problems.
In episode 2, we are joined by Merete Medle, Customer Experience Manager at ICE Norway. We talk about democratizing customer experience in organizations and the importance of being able to offer diverse experiences.
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