Customers are connected on social media and digital channels, empowered and in control. How they talk about a brand and their purchase decisions are shaped by one thing — their experience, which is every interaction they have with the brand.
“People are constantly swiping, liking, sharing, tapping and giving information, and they expect a real-time reaction and human customer service across digital channels,” said Paul Herman, VP of Customer Engagement and Market Intelligence at Sprinklr. They’re also influenced by other brands, sources and channels, which means that companies are no longer setting their own customers’ expectations – their competitors are.
