In past decades, the customer experience was merely a series of related or unrelated customer contacts via traditional communications channels. Those days are gone. Today, it’s considered to be a holistic journey that spans the front, middle and back office, and all the people who are involved in that journey.
Uniting touchpoints into a cohesive customer experience can be a challenging prospect, and generative AI can help immensely, creating a total experience that acknowledges not only the customer, but the employee and product experiences.
Organizations and brands that leverage data insights, technology excellence, and human interventions – and recognize how each aspect of experience affects the other – will drive competitive advantage over the next decade.
Customer experience company Rightpoint recently announced that it has launched a new approach to helping its clients navigate ever-evolving market dynamics, including the rapid adoption of artificial intelligence. Its Total Experience approach aims to transform how people, technology and organizations interact, creating experiences that drive growth and deliver demonstrable results. From whiteboard to roll-out, Rightpoint says it will help clients embed experience across their operations from front to back office to accelerate digital transformation through a human-centric lens.
“From discussions with our clients, they are looking for end-to-end experiences, consistent through the front, middle, and back office,” said Ronald Shamah, CEO of Rightpoint. “The progress and adoption of GenAI has increased both the urgency and opportunity for an experience led approach; in particular, the importance of the human experience within this pace of change. We have always believed each aspect of experience affects the other – you can’t deliver a great customer experience without a great employee experience, or excellent product design. Rightpoint’s deep understanding of people, technology and the measurement and ROI that business wants to see means we are well placed to make Total Experience a reality in the age of GenAI.”
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