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"Application and Benefits of Digital Customer Experience"

The Role, Application and Benefits of Digital Customer Experience

The Role, Application and Benefits of Digital Customer Experience

White Paper: FirstSource

Today’s customer interacts with companies via multiple digital and traditional channels like web chat, smartphone apps, social media, voice and IVR, and they expect a seamless customer experience, based on a single view of their interactions. This makes it critical for companies to offer convergence based digital customer experience.

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What is

What is Application ?

Application also known as an "application" or an "app" by definition is a program or group of programs designed to perform a specific function or a group of coordinated function directly for the user or, in some cases, for another application program. To put it simply, an app is a type of software designed that allow its users to perform specific tasks. Basically, whenever you want to do something useful with your computer or mobile you will need the help of application software

What is Customer Experience Management ?

The key to business profitability depends largely on the customer experience of the product, thus making business organizations take the task of customer experience management (CEM) seriously. CEM simply can be understood as the ways by which a company gains control over its interaction with the customer. It includes a set of processes which the company deploys in order to track, oversee and manage company’s interaction with the client solely with the purpose of optimizing the customer’s experience and procure permanent customers for the company. A look at Gartner’s definition would give a wholesome idea of the concept, “the practice of designing and reacting to customer interactions to meet or exceed customer expectations and, thus, increase customer satisfaction, loyalty and advocacy.”

What is Digital Technology ?

The advent of digital technology is traced back to the time when semi-conductors were in use, during the late nineteenth century. Technology has always been a pre-dominant factor towards the embodiment of change, such as that of, devices, culture, or people. In the seventeenth-century German mathematician, Gottfried Wilhelm Leibniz, went ahead and proposed the idea of a binary computing system. As opposed to analogue technology, the binary computing system is based on notation of signals

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