The Era of Frictionless CX

Customers have always been demanding, and the new-age one is no different. In fact, the ‘always-connected customer’ wants personalised, frictionless experiences delivered to him at a break-neck speed. It is this idea of constant transformation that is proving to be an insurmountable challenge for companies trying to survive in today’s complex business environment.

Driving customer loyalty is tougher because spoilt for choice and armed with information, today’s customer will not settle for anything but the best. In a bid to understand how companies are strategising customer experience, The Economic Times and ServiceNow (an enterprise software company), organised a roundtable discussion in Bangalore attended by some key leaders from the industry. The panel was moderated by Alokesh Bhattacharyya, Senior Editor, ET.