Customers can contact us through any
channel
We summarize what has been said and send
it to our customers after a conversation
We do mystery shopping to score ourselves
in customer experience
A restriction to the amount of campaigns is
set up to avoid over contacting customers
Customer knowledge is being used in real-time
on our website and/or in our contact center
We know the customer’s expectations
before entering a conversation
A social media monitoring tool is used to
listen to what is being said about us
We measure customer’s experiences
based on well defined and known metrics
We reduce complexity for our customers by
tailored offers and recommendations
We have a 360° view of our customers by
integrating online and offline data
We are delivering a consistent experience
across different touch points and channels