Customer Experience as a Competitive Advantage

Expectations around customer service are changing, today’s companies want brands that are open 24X7 and easy to do business with. According to Gartner, by 2016, 89% of companies are going to compete based on customer experience. In a recent interview, Lauren Kindzierski – VP Solutions and Capabilities, HGS , talks about how to make customer experiences real, seamless, and valuable across multiple devices and channels. What’s the key differentiator to market-leading performance? Lauren describes how understanding customer behavior patterns and addressing them in real time is the key differentiator for companies to do better business with their customers.

To stay current on key strategies required to deliver wow service and connect with your customers, take a look at Lauren’s clip.

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