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The Future is Hybrid CX : Next Gen Customer Experience
The Future is increasingly hybrid, a new dimension of customer experience. Customers prefer Hybrid Digital/Physical Experiences.
Thoughtful firms will remain grounded in their CX strategies and make cost-benefit calculations to decide if and when to hybridize digital CX. New research from Forrester indicates that for the past two years customers have rated the quality of hybrid CX – experiences that combine digital and physical channels – higher than purely digital and purely physical CX.
Physical CX is defined as in person or via mail or phone interaction whereas Digital is defined as interaction by email, phone, website, online chat, online video, social media, app. New insights from Forrester Customer Experience index shows that Hybrid CX creates positive emotions!
Nonetheless, have organizations in the region truly realized the value of a hybrid CX model? While organizations are building on the digital momentum of their consumers, differentiating themselves involves building the right balance between in-person service and digital convenience.
Find out how to take advantage of Hybrid CX to elevate your customer experience. Please join us at Quadient Inspire Days in Sydney (29 Aug 2019, Thursday) or Singapore (3 Sep 2019, Tuesday), where you will gain insights from and network with Quadient Executives, Forrester Analysts and Industry Experts on best practices, trends, use cases and successes.
Every attendee is entitled to a free report on local market insights and industry trends commissioned and produced by Forrester.
Spaces are limited - please REGISTER Now.
Why you should attend and key takeaway points
Today, many companies are accelerating digital-first projects in order to engage with customers on emerging channels. While servicing customers through new digital and mobile channels often delivers lower costs and higher customer satisfaction, it also comes with risk. The danger in this approach is the potential to lose sight of the needs of the customer and over-rotate into digital only channels.
Experts from Forrester examined the performance of digital only vs. hybrid experiences and found that customers continue to prefer hybrid experiences. These experiences tended to most frequently evoke the six core positive emotions associated with high customer satisfaction.
Highlights include :
- Forrester analysts sharing best practices on Hybrid CX and CX Indexing across industries to help you benchmark your performance relative to your peers
- A comparison of Hybrid CX vs. digital only channels, and how to leverage Hybrid CX to drive better customer engagement
- Examples of how to digitize the customer journey for a better end to end customer experience management.
- A review of how to enable your business users to contribute to customer communications content
- Examples of how to integrate compliance and regulatory requirements into customer communications design
A free report on local market insights and industry trends commissioned and produced by Forrester.
Highlights from last year event in 2018
Who is Quadient
About Quadient, formerly GMC Software
Quadient helps companies deliver meaningful interactions with current and future customers. A Neopost Digital Company, the Quadient portfolio of technology enables organizations to create better experiences for their customers through timely, optimized, contextual, highly individualized, and accurate communications for all channels. Our solutions bring together and activate the entire organization in the name of customer experience, through better collaboration and visibility into the customer journey. Quadient supports thousands of clients and partners worldwide in the financial services, insurance and service provider industries in their quest to achieve customer experience excellence via mobile, digital, social media and print technologies.