CMSWire contributor Chitra Iyer reported that "brands in touch with consumer realities are also waking up to the power of 'customer empowerment' as a lever for their CX strategy."
DISQO's VP of Brand and Communications David Grabert said, "Customer empowerment needs more than just investments in data or enabling tech and tools. It first needs a deep understanding of customers’ self-service preferences, individual capabilities to engage in offerings and at what stages of their brand experience they seek a more high-touch approach. The goal is to optimize the path-to-purchase, the actual purchase and the post-purchase experience for customer empowerment."
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