As we enter 2022 the spotlight is on the value of customer care, which ultimately raises the importance of customer journeys and satisfaction metrics.
As such, business leaders must reconsider their traditional revenue-generating strategy and embrace diverse and innovative approaches to elevate their brand value through customer care if they want to remain at the edge of competition.
With the focus on customer care, there is also a renewed dialogue on whether B2B or B2C customer experience should be called the human experience. There is after all a human interaction at the other end, and experiences revolve around these interactions, even if it’s business-to-business. The dimension of customer experiences these days is changing very fast and becoming high tech. The digital transformation that would have taken 3 or 4 years has been expedited in the current situation.
As businesses re-design their CX strategies and embrace