Whether it’s employees, customers or partners – users no longer think like they did 20 years ago, when Internet use still required a lots of flexibility, and often tolerance to frustration as well. Today, companies are increasing their focus on customer satisfaction for their applications and are offering up their services as tasty morsels. Modern users are always online, highly connected and used to simplicity. They value an attractive design in the applications they use, as well as high user-friendliness, quick response times and brand transparency. Furthermore, users want an uninterrupted and consistently positive end-to-end experience across different access points and regions.
For companies, this now means they need to rethink their strategy around a modern customer experience (CX). Organizations need to transform the customer experience to achieve full flexibility between services and systems and create intuitive experiences that adapt to user needs instead of forcing them to adapt. In this way, companies can both reinforce the commitment of employees and build lasting relationships with customers and partners through a satisfactory user experience.