Customer Experience Automation - A Case Study with Adam Joyce

There has been some great research come out over the past year or so that talks about the changing trends we’re seeing in consumer behaviour with regards to their expectations of businesses - and one of those big trends is consumers want speed - which means that businesses will be forced to adopt a digital-first mindset to deliver it. 

This week, we chat with INFLITE NZ CEO Adam Joyce to discuss their journey and the benefits and pitfalls to watch for when you embark on this journey in your business. 

Given that this is all based on human behaviour,  it can be hard to assess the effectiveness of Customer Experience (CX), but there are certain agreed factors that determine a positive customer interaction. Responsiveness to booking queries, or phone calls, for example, is better when it’s faster, while customers appreciate and now expect communications that are personalised and tailored to their position in the purchasing journey.  

 

Thanks for tuning in. 

For more info: https://inflite.nz/

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