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Delivering an outstanding customer experience (CX) ishigh on the agenda of business.
They are right to have this focus. Research shows the rewards for achieving an outstanding CX are high.
A cornerstone of CX is delivering a seamless, omnichannel experience across desktop, mobile, tablet and voice. This reflects the fact that many customers will start their journey on one device but complete it on another. They expect to be able to pick up where they left off and feel confident throughout the process.
But creating this seamless experience is easier said than done.
Testing teams have a wealth of tools for multi-channel testing – checking features work on individual platforms. The difficulty they have is in connecting the data stack to enable omnichannel testing – testing the user experience across multiple platforms, especially in environments where time and resources are under pressure.
This playbook explores how CX has changed as technologies have developed, looks at the challenges of omnichannel testing and offers a solution for pressurized testing teams.
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