The recent groundswell around customer centrism and knowledge management (KM) is no coincidence. Todayís customer journey is far more expansive and layered. Customers, conditioned by the vast availability of convenient digital experiences, have come to prefer digital channels. And their expectations are high.
Supporting these journeys means companies must reorchestrate them from the customerís perspective, striving to meet customer demands throughout. Speed, convenience, and relevance top this list of demands, and all of it must be available in the selfservice channels customers already use. They want the right answer, at the right time, in the easiest, most digestible form possible.