How To Deliver Great Customer Experience At Scale
Strategy-Business.com reports that as travel restrictions and lockdowns were announced around the world in the spring of 2020, businesses had to quickly rethink their customer experience strategy. Unable to continue in-person interactions, many companies looked for new ways to meet their customers (and identify new customers) online. Recent indications are that some of these trends will endure: Forrester predicts at least 80 percent of the B2B sales cycle will happen in digital settings....