ERCIS Specialization Module with the University of West Georgia
Designing customer journeys of today and tomorrow
In an ever-changing world where customers constantly switch between multiple channels and have an always-on expectation in terms of being heard and answered, both BPO providers and brands must work harder to deliver seamless customer interactions.
Digital must sit at the heart of customer-centricity and customer-first thinking must be aligned across internal stakeholder groups. Whether it’s IT, marketing or operations, all departments need to come together to develop customer journey models.
