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The 12 key qualities of a perfectly unified customer experience

In the process of helping our client unify 130 digital touchpoints into a seamless customer journey, across all segments, and throughout their entire lifecycle, we analysed leading brands from around the globe and identified 12 key qualities to producing a best-in-class unified customer experience.

The 12 key qualities of a perfectly unified customer experience:

1

Customers are enabled to use whichever channel makes sense to them.

2

All communication is data-driven, relevant, targeted and interconnected.

3

Customers can complete connected tasks quickly and in minimal steps.

4

Customers are enabled to build and participate in communities across digital channels.

5

Data sources are unified to provide targeted content that engages customers.

6

Digital tools intended to enhance physical experiences work in context and are relevant.

7

Services are connected to external services that complement and support real life scenarios.

8

Customers can discover diverse content and self-serve effectively for tasks that don't require contact.

9

Staff have unified tools and effective training to deliver great customer support and consultation.

10

Technology systems are chosen and implemented to work together for a seamless customer experience.

11

Customers feel incentivised to use more services more often, becoming an advocate over time.

12

Emerging digital technology is used to adapt to the evolving needs of customers.

Curious how your organisation performs against these criteria? We can generate an organisation-specific unification scorecard for you, which highlights gaps and opportunities. This benchmarking tool also helps to ensure that any future digital developments balance customer, commercial and operational needs.

Contact our experts to get your unified customer experience scorecard

Richard Busso

Mantel Group Partner

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