For Kaspersky Lab's DACH General Manager Holger Suhl, customer experience can be as simple as answering the customers' questions in their own language.
There are a lot of customer experience definitions out there, but for Kaspersky Lab’s DACH General Manager Holger Suhl, it can be defined through addressed customer expectations, which these days are mostly about fluid, friction-less, and channel agnostic business interactions. Companies need a 360-degree view of their customers to deliver those and according to Suhl, “Those that can rope in their customer’s friends, relatives, and colleagues are posed to win this game.”
Companies also need digital capabilities to reach the target audience and create a sustainable strategy but, “Many companies seeking to go digital are still unclear about the best way to set up their IT organizations, develop the tools and talent required to manage digital information, and establish and maintain online services and automated processes.”
At Kaspersky Lab, customer experience is about protecting what matters most to customers: their personal data, and securing data involves capabilities, systems, as well as awareness of the following:
Suhl believes that customer experience is a new business currency and that, “A seamless customer experience is delivered when you answer the questions your customers are asking.” He admits that it sounds simplistic, but adds, “If you speak the same language as your costumer and establish a framework for leaders as guidance, that’s customer-centric, and you’re on the right track as it moves you from trying to drive improvement on all the touch-points to focusing on what really matters in their lives.”
Customer-Centricity requires the following:
Kaspersky Lab GmbH will be attending the DACH IndustryForum Cyber and Information Security event on the 31st of January 2017, and DACH IndustryForum Internet of Things on the 31st of May 2017, in Germany, as a solution provider. For more on our upcoming events, visit the Event Calendar »
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