April 14, 2016

Fidelity Creates Its Vision For Customer Experience

Recognizing that customers prefer to conduct business across a number of channels, Fidelity created a seamless experience, making it easy for someone to change channels mid-conversation without having to start over. This also easily allows switching from social media (not great for sharing private information) and they are testing Skype experiences.

The end of “Let me transfer you”?

Topics: Experience and Service Design, Customer Journey, Customer Service