Human Analytics for the Digital World

Jack Alton

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The Digital Experience is Broken!

Apr 5, 2019 12:50:00 PM / by Jack Alton posted in CX, analytics, digital customer experience, customer journey

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The Digital Experience is broken!  Friction-filled processes have created unnecessary frustration, driving away valuable customers as they interact with brands online. While the move to digital has opened an exciting new world of opportunity to shop and purchase from any device, at any time, it has not come without a cost. Critical human elements have been lost, making it difficult to initiate and build lasting customer relationships. This “digital communication gap” between customers and brands have led to poor customer experiences and conversion rates that are a fraction of what they were back when face-to-face interactions were the norm.

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