Jayant Sharma, APAC lead, Infosys Digital for Comms, Financial Services and Public Service, offers three tips for delivering great customer experience

There are three fundamental ways that organisations can deliver great customer experience:

1.     Be responsive by using data from your customer interactions to adapt to their changing expectations

2.     Be resilient by augmenting core product/solution-centric approach with agile ways of working.

3.     Be message-driven and put your customer experience promise at the heart of everything you do. Customer perception of your brand comes from their interaction with your core processes and products so these need to reflect your aspiration for your organisation.

And if you are wondering how to become responsive, resilient and message-driven, Jay says you can use data and tools such as human-centred design to ensure you are focused on deliver the experience that your customers demand.