Key actions to help your business win in the customer era
Delivering a strong customer experience and living up to the needs of digital savvy customers, while navigating huge volumes data and fighting increasingly sophisticated fraud are some of the key business challenges that organizations face today. The cultural shift that’s now underway is being largely driven by the expectations of today’s customers. More than four out of five (81%) organisations are now making it a priority to ensure they fully understand their customers.
As a result, the digital experience is now a massive area of investment for boardrooms across the globe. It’s the key battleground for many businesses as traditional operating models are set to disappear within the next five years. However, only one in three (33%) organisations fully understands the benefits of optimising and improving their digital experience.
To retain any competitive advantage, organisations must now adopt a new mind-set and optimise their customer experiences to consistently provide seamless multi-channel offerings, while ensuring top-performing fraud safeguards are in place.
In August 2016, Experian commissioned Forrester Consulting to conduct a study with 380 CXO and functional heads in Europe, the Middle East, and Africa. All respondents were responsible for enterprise risk, customer data management, fraud management and customer journey mapping or had a significant role in the decision making process.
The study, ‘Winning in the customer era’, can help you understand how to win, safeguard and retain customers to increase profitability for your business.
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