Customers are clearly in charge and businesses that understand what their customers need and want are winning. Some of the winners are new entrants, the disrupters, and others are more traditional organisations that have been fast to understand the changing customer-led landscape. Presented by Oracle & Fifth Quadrant with CX experts Steve Nuttall and Kristi Mansfield.
11. Typical customer pain points
The company not
knowing your
history across
different channels
The company not
being able to
combine
informaBon
collected from
different
interacBons to
provide you with a
seamless service
Having to repeat
your query each
Bme
Having to repeat
your account and
idenBficaBon
informaBon each
Bme
25. • Offer
meaningful deals
• Customise products
• Provide customers with
control of personal data
• Perceived lack of care
in handling data
• Intrusive
loyalty programs
• Lack of clarity on data
policies
• Irrelevant offers
• Spamming
• Perceived abuse of
personal data
• Breaking
customer trust
Source: Cap Gemini – Privacy Please: Why Retailers Need to Rethink PersonalisaBon
The Laggards
The Favourites
The Aspirants