TrendWatch 2020: CX Is One Story Told in Five Parts
CX is a holistic strategy that begins at the consumer level—before they become customers—beginning with a consumer’s first interaction with your brand, wherever and whenever they encounter it.
Everyone’s trying to make sense of CX. You’ve encountered diverse interpretations, opinions, strategies, theories, and analyses about the emergence of CX as a fundamental business strategy. There is, however, one principle that connects them all — CX is very important and will become more so as digital consumerism grows.
Harland Clarke takes a uniquely modern approach to CX. We believe CX is a holistic strategy that begins at the consumer level—before they become customers—beginning with a consumer’s first interaction with your brand, wherever and whenever they encounter it. We also believe CX is one story told in FIVE parts.
Key Takeaways:
- Building a process that connects with the consumer before an account is even opened and continue throughout the entire customer journey
- Delivering a holistic, seamless, customer experience – connecting with customers when, where and how it matters
- Matching the capabilities and services of the financial institution to the needs and expectations of the customers
- Understanding customers as individuals and using customer data to anticipate their needs and create more relevant experiences
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