Customer behavior is changing rapidly as they are becoming digital natives taking full control of how they want to interact with a brand. Digitally evolved customers ask for information anywhere anytime, digital products and services, multi-channel experience and personalized (contextual) engagement.
Improving customer experience has become a prime goal of multiple global organizations. According to Forrester, 72% of businesses say that improving customer experience is their top priority. Oracle customer experience survey of 1,300 senior executives, estimated that their companies’ potential revenue loss for not offering a positive, consistent, and brand-relevant customer experience is 20% of annual revenue or $400 million for a $2 billion company.
This infographic outlines business cases of three leading brands and how they improved their digital customer experience.