Customer experience is a major differentiator in today’s economy. Businesses that fail to meet the demand for seamless, omni-channel experiences find themselves quickly falling behind competitors. A key element to providing top-tier omni-channel experiences is ensuring that robust processes and workflows are in place to effectively manage multiple channels.
Nintex’s Webinar, “Omni-Channel Customer Experience: How to Drive Best-in-Class Results,” discusses how workflow optimization has a direct impact on customer experience. Featuring insights from Aberdeen Group, key findings in the webinar include:
- Around 95 percent of organizations feel there is a lack of integration between enterprise systems used for customer care
- Workflow optimization can result in up to 84 percent improvement in customer satisfaction rate
- Roughly 11 percent of employee time is spent looking for customer data, resulting in $1.1 million in unnecessary costs each year