We are in the era of digital disruption and it’s not just about companies like Uber and Airbnb. Organizations in every industry, because of the ridiculously fast pace of technology innovation, are dealing with disruption. They must develop digital transformation strategies that focus on utilizing new technologies and business models to more effectively engage with customers at every touchpoint.
Furthermore, there is clear evidence that companies that embrace digital transformation and offer a superior customer experiences are outperforming their competition in terms of attaining and retaining customers.
Today’s customers are more empowered than ever before. With almost unlimited information about your company (and your competitors) at their fingertips, it is paramount to deliver an extraordinary customer experience. To accomplish this, you need to understand and map out the customer journey. On top of that, you need to operationalize it. In our latest post disruption series post, SugarCRM’s Martin Schneider talks with Kristian af Sandeberg, the CEO at Addoptify. Addoptify delivers best-practice plug-in solutions that helps organizations bridge internal efficiency with customer centricity. Martin and Kristian discuss Addoptify’s Customer Journey Plugin for Sugar, and how visualizing and operationalizing the customer journey will increase user adoption of Sugar and drive more business.