In a recent Deloitte survey, 88 percent of respondents said that enhancing the customer experience is a primary focus. Gartner has described the customer experience as the “perceptions and related feelings caused by the one-off and cumulative effect of interactions with a supplier’s employees, systems, channels or products.” Many experts state it as a simple equation: Customer experience equals reality divided by expectations.
IPC can help you ensure that the reality you deliver to customers exceeds their expectations. Our consultants have deep expertise in customer engagement and digital interaction. They can assess your needs and objectives and develop a strategy that leverages advanced communications, analytics and automated tools to optimize the customer experience.
We also advise organizations on the integration of artificial intelligence, Internet of Things (IoT) solutions and other emerging technologies with key business processes and communications platforms. These technologies can increase productivity and remove the barriers that impede customer interactions, enabling your team to focus on delighting your customers.