Leveraging knowledge management internally and externally allows organizations to deliver outstanding customer care with increased productivity. But in order to achieve measurable ROI, knowledge management solutions must be implemented in a manner that generates high demand and usage.
To remain relevant in this age of the consumer, marketing and brand strategy must be built in harmony with the customer experience (CX). But in most organizations, marketing still prioritizes acquisition over retention creating a disconnect that can cause confusion or dissatisfaction for customers.
Customers want faster, better, and a higher degree of service, and technology makes it possible to meet these new demands. As technology’s importance in the customer experience rises, IT should focus on what customers want and how to deliver it.