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Actual Experience Plc

Customer Experience In The Digital Age

As the digital transformation hype reaches fever pitch, enterprises across the globe are busy introducing innovative AI, IoT and predictive analytics enabled solutions to transform how they operate. Yet, too often, transformation strategies are focused on adopting technologies, platforms and automating processes without fully considering their impact on customers, or on how they interact with businesses.

In many organisations, the primary purpose of new solutions seems to be to rectify internal issues and streamline internal processes. Customers are often left with a half-hearted deployment of a chat bot or a basic online portal: neither of which are exactly ground-breaking. Yet, I would argue that digitising any operations that have an impact on customer experience and reimaging customer service through a holistic deployment of innovative solutions, should be businesses’ number one priority.

 

Actual Experience PLC (LON:ACT), an analytics-as-a-service company, provide digital experience quality analytics services in the United Kingdom, the United States, Europe, and internationally.

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Disclaimer: Statements in this article should not be considered investment advice, which is best sought directly from a qualified professional.