For years now, businesses have been investing in digital technologies to make them more efficient, more productive, more flexible and more connected. Digital transformation and a focus on customer experience can generate up to a 30% increase in customer satisfaction – and economic gains of up to 50% (McKinsey & Company).
But while organisations may have intellectually understood the need for digital transformation before, there’s no doubt that COVID-19 has created an urgent need to accelerate those plans – so that businesses don’t just survive, they thrive in these new conditions.
WhatsApp is a powerful customer experience tool, with a staggering user base of over 2 billion people in 180 countries worldwide. This article explores key reasons why WhatsApp should be integral to your channel strategy.
What is RTIM and why should you prioritise it in your long-term customer experience strategy? Read this article to find out.
What is journey centricity and why is it important now? Read this recap from a recent Engage Hub webinar with Forrester.