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.
- 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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