Aspect Vice President Serge Hyppolite discussed customer expectations, customer engagement and the omnichannel experience during his presentation at the 2014 Customer Care Leadership Forum in Atlanta on Nov. 20. In his presentation, Hyppolite noted businesses must find ways to deliver the same customer experience across multiple platforms to succeed in today’s global marketplace.
According to Hyppolite, self-service options ultimately can benefit both a business and its customers. If a business can make it easier for customers to manage their accounts or complete tasks quickly, Hyppolite said, this company can bolster its customer satisfaction levels. In addition, Hyppolite noted providing a consistent mobile experience to customers is key for today’s businesses: “People talk about mobile like it’s just your mobile phone, but the reality is that all experiences today are mobile. Social experiences are mobile, probably one of the most mobile experiences you can get.”
Guiding customers through various channels also is important for today’s businesses, Hyppolite said. A business that can connect with customers on multiple channels can interact with customers in myriad ways, Hyppolite noted, and as a result, this company can gain a competitive advantage over its rivals. Meanwhile, Hyppolite pointed out that successful companies typically understand the value of delivering a high-quality omnichannel experience, and businesses that want to improve their customer satisfaction levels can follow past examples as well: “The companies that are [delivering an omnichannel experience] well see a significant positive impact on the bottom line and a positive impact on customer experience. Don’t think about these channels as individual; think about your journey through these channels.”