CCW Winter 2017 Post Show Report
For the more than 500 customer management executives who attended CCW Winter in New Orleans this past January, one question was top-of-mind: what does it mean to “humanize the customer experience”?
The simplest, most obvious answer is that organizations need to emphasize meaningfully connecting with customers. They must personalize engagement experiences based on the specific customers with whom they are acting. They must tailor processes based on the specific issues they are handling.