Customer Engagement durch Customer Experience-Gestaltung | NTT

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Kanal-Checkliste	Kunden-Checkliste
Erklären Sie, warum Sie ihn wollen. Erklären Sie, wie er Ihre Strategie unterstützen und mit Ihrer Marke in Einklang stehen wird. Legen Sie fest, wie sein Erfolg gemessen wird. Definieren Sie, wie er in die Customer Journey passt.	Erklären Sie, wie der Kanal die Kundenbedürfnisse erfüllen wird. Bestimmen Sie, welche Kundensegmente ihn verwenden werden. Beschreiben Sie, wie er ein angenehmes Erlebnis schaffen wird. Legen Sie fest, wie Sie die Akzeptanz fördern werden.

Es ist leicht, sich von den Versprechen neuer Technologien ablenken zu lassen, aber beim Kundenerlebnis geht es nicht darum, Technologietrends blind zu folgen. Contact Center-Lösungen, wie Contact-Center-as-a-Service (CCaaS) und Hybrid Cloud Contact Center, bieten zwar erhebliche Vorteile, lösen aber nicht alle CX-Probleme. Wenn Sie Ihre Kunden beeindrucken möchten, muss sich jeder einzelne im Unternehmen auf die Lösung von Problemen konzentrieren – und darauf, sowohl für Ihre Kunden als auch für das Unternehmen einen Mehrwert zu schaffen.

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