By taking on true omnichannel integration, Decisioneering enhances its understanding of the customer and their overall journey, says Luke Willemse, sales and marketing manager at Decisioneering.
Drive accountability and action across your business with real-time CX data Decisioneering ’s Luke Willemse , Sales and Marketing Manager, and Kyle van Antwerpen, CTO, at the Africa Tech Festival at the CTICC.
Willemse says traditional CX operates across multiple levels and channels, challenging efforts to understand the customer, their journey and their sentiment. “For example, if a customer has complained on social media, organisations need to be alerted to this, with rules established on who should respond and by when, and how the situation should be escalated,” he says.integration required to achieve this can be a significant challenge, he says. “Many organisations operate within fragmented data environments, where multiple sources can be difficult to consolidate.
Omnichannel Integration Luke Willemse CX Customer Experience Medallia
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