Workflows vary across departments, affecting how transactions are treated, routed, and automated. Each department has unique requirements and processes. However, from the customer’s perspective, the focus should be on creating personalized journeys.
By leveraging available data and insights gathered at the beginning of the transaction journey, organizations can tailor the customer experience based on their individual preferences and characteristics. Personalization allows for a more engaging and relevant interaction, enhancing customer satisfaction and loyalty.
Balancing departmental workflows with personalized customer journeys is crucial to deliver exceptional experiences that align with customer expectations.
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