Creating great customer experiences is key for any business. To ensure top performance and keep up with customer expectations, organisations need to continuously assess and improve their customer journey operations. This involves feedback loops to collect data and insights across multiple channels, creating a culture of experimentation and agility to ensure changes can be applied quickly and efficiently. Feedback loops are the “engine” that feed decisions and prioritise continuous improvement efforts, while experimentation helps teams break out of their silos and innovate. Agile organisations can take advantage of opportunities and avoid challenging situations with customer journey orchestration. Ultimately, it is important to remember that all of these elements must be tied together in order to achieve long-term success. By continually assessing and improving your customer journey operations, you can create better, more beneficial relationships with your customers.
Originally reported by Martech: https://martech.org/continuous-improvement-and-innovation-successful-customer-journey-operations/
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