Why your business needs to know about – and prioritise – ‘Operational Customer Experience’

Summary

Gartner defines customer experience (CX) as “the customer’s perceptions and related feelings, caused by the one-off and cumulative effect of interactions with a supplier’s product or service, marketing, channels, employees, and systems.” However, there is a crucial element of CX that has been overlooked within the customer engagement management landscape. It’s called Operational Customer Experience (OCX) […]

Tags: Alok Kulkarni, App, Customer Experience, customer management, CX, Cyara, Digital, digital disruption