Experiencing the benefits

Experiencing the benefits

Customer experience is now a buzzword for many businesses but look beyond the marketing and it provides a pathway for really enhancing a company’s reputation, writes Quinton O’Reilly

The customer has never had more power over a company than ever before. With greater accessibility of service, more control and flexibility and faster speeds of delivery, it’s a reality which all companies have to face and live up to.

The first thing to get your head around, says Christel Wolthoorn, director of business experience consulting at Epam Systems, is that the customer experience is an ongoing element, not something that is a fixed...

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