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TATA
TATA

The power of customer interactions

Customer interactions have evolved to extend beyond individual touch points, encompassing the entire customer journey. Each customer interaction is one building block that makes up a customer’s perception of an organisation or brand. The sum total of these interactions is Customer Experience. This survey and report delve deeper into what the landscape of customer interactions looks like today, and how it will evolve in the future, as we truly believe that customer interactions power CX, which in turn, drives business growth.
What’s in it for me?
Elevate your CX game with insights & best practices from this exclusive survey report.
Customer interactions are important but challenging
94% of respondents believe consistently delivering positive customer interactions is very important to business success in their industry. However, a mere 38% say their organisation is very successful at achieving the same.
Connection between customer interactions & organisation efficiency
91% of respondents agreed that making interactions more useful for customers can optimise an organisation’s efficiency. But nearly half (49%) of respondents don’t feel their organisation has the right technology in place to support strong customer interactions.
Best practices for bridging customer interaction gaps
Hear from experts as they lay down a set of best practices to overcome challenges like incoherent ways of viewing CX, siloed customer data, use of varied and disjointed tools or dashboards that are stopping enterprises from achieving CX success.

Survey spotlight: 3 must-haves for ‘great’ interactions

The pulse survey finds that organisations aren’t settling for mediocrity; almost all (97%) are focusing on one or more
improvements to customer interactions over the next 12 months

55%

Are focussed on making interactions more seamless

50%

Have plans to enhance personalisation in customer interactions

50%

Are committed to deliver consistency across all customer touchpoints

Cracking the code
Understanding customer interaction hurdles is the key
Our survey uncovers the biggest hurdles organisations face in improving customer experience.

CX leaders speak

Shep Hyken

CX Expert, NYT Bestselling Author & Speaker

Annette Franz

CCXP Founder + CEO, CX Journey Inc

Mauro Carobene

VP & Head, Customer Interactions Suite, Tata Communications

Shep Hyken

CX Expert, NYT Bestselling Author & Speaker

Annette Franz

CCXP Founder + CEO, CX Journey Inc

Mauro Carobene

VP & Head, Customer Interactions Suite, Tata Communications

Enabling great customer interactions & CX with technology

Organisations should invest in the technology solutions they need to get CX systems and data more integrated in support of cohesive action. While the right technology is essential for building a deeper understanding of customer behavior, as well as improving interactions and overall CX, many elements need to work together for any technology to reap the intended benefits. Hence culture, strategy, processes, and people all play a role.

Tata Communications offers diverse platforms and solutions to power your CX with our Interaction Fabric.

Discover the roadmap to exceptional customer experiences!

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