transforming customer experience whitepaper design...customer expecta ons are evolving rapidly....
TRANSCRIPT
Customer expecta�ons are evolving rapidly. Companies must upgrade their customer experience strategy and con�nue to provide outstanding customer service. Most companies are striving to target” Individualized “and “Priori�zed” customer experience, and this is the current trend. It is about understanding the “what and when” of customer requirements.
New technology is con�nuously developing, and digital transforma�on is just the beginning of the change – for companies to adapt and transform. Today digital transforma�on governs how companies operate and interact.
With greater compe��on and fewer opportuni�es to compete on product and price, customer experience becomes the primary criteria. Priori�zing customer experience leads to having posi�ve economic impact - the challenge is now to adopt the right strategy and tools, to provide an omni channel experience.
Trends in Customer Experience (CX)
• Hyper-personalized customer experience
• More BOTS to assist business and consumers
• Consumer values transparency more than ever
• Increasing use of predic�ve analy�cs
• Greater focus on omnichannel delivery
• Greater use of augmented reality
• Increased security measures
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TRANSFORMINGCUSTOMEREXPERIENCE
CX no longer just focuses on the customers’ interac�ons with the CX team, it also covers how they interact with Marke�ng & Sales & will soon become the key brand differen�ator.
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Major Challenges to Implement CX in the Organiza�ons:
1. Expecta�on of Sophis�cated Customer Experience
Customers have high expecta�ons, more power, and a willingness to churn. Customer behavioral data can now develop a channel strategy to speak differently with a prospect customer verses an exis�ng customer
2. Data Accessibility
Most companies have access to unstructured data & digital interven�on, more specifically data science, can give more oversight to different customer metrics.
3. Limita�ons with Technology
Technology requirements that are diverse and complex with legacy systems unable to adjust to a more customer-centric approach. Not having the right technology needed to deliver greater customer experience in real-�me and in a cost-effec�ve manner is a great obstacle. Need for robust data privacy framework Need to drive customer experience improvement ini�a�ves whilst ensuring strict compliance with data and privacy compliance policies.
h�ps://www.forbes.com/sites/blakemorgan/2015/08/13/the-modern-customer-experience-framework/#6176dfab5eac
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Benefits of Customer Experience Transforma�onBenefits of Customer Experience Management have been vastly understated. Whilst companies are focussed on Sales, customer acquisi�on, revenue, and a whole lot on strategy, the emo�onal connect between brand and customer tends to get overlooked. It is CX that every Business needs to get right consistently – we work FOR and BY the demands of the customer. If customers do not trust your brand, neither Sales nor Marke�ng can a�ract customers and generate Revenue.
A robust CX pla�orm provides tangible benefits to any business, as follows –
1. Source of CUSTOMER FEEDBACK
• Design customer-friendly feedback strategy
• Believe that customers possess good ideas
• Gather feedback at every opportunity
• Seek real-�me feedback
• Leverage technology to aid
• Make changes quickly and cost-effec�vely
2. Source of CUSTOMER INSIGHTS REGULARLY
• Iden�fy customer pain points & reasons for churn
• Reduce dissa�sfac�on by studying the raw data underlying customer trends and behavior
3. RENDER OMNICHANNEL CUSTOMER EXPERIENCE
• Adapt Digital transforma�on to collect Customer Data through mul�ple channels- voice,
mobile app, email, website etc.
• A comprehensive view of the customer and conversa�on about your brand will help you render
be�er customer sa�sfac�on.
• Enable higher customer reten�on
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4. Move the NPS
• Respond to both nega�ve and posi�ve feedback alike • Take the chance and flip the customer experience, if required apologize, offer a discount. • Enable higher life�me customer value
5. ENHANCE CUSTOMER LOYALTY
• Ask for advice and listen • Reward your customer • Make customer feedback the prime mo�ve even on social media • Host a customer apprecia�on event to show your gra�tude, make them realize it is not always about money.
6. MOTIVATED AND EMPOWERED FRONTLINE STAFF
• Priori�ze employee feedback along with Customer feedback • Frequent conversa�ons will strengthen the bond and retain the customer • Provide the right training and mo�va�on
7. Makes THE ORGANISATION CUSTOMER Centric
• Customer’s opinion should be the heart and soul of the organiza�on • Align strategies and policies with customers’ perspec�ves and expecta�ons. • Adap�ng to changing customer trends
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CUSTOMER EXPERIENCE Our Comprehensive Customer Experience Solu�ons help drive customer sa�sfac�on and agent produc-�vity by offering:
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SOLUTION HIGHLIGHTS
• End-to-End CX In A Box • Fully Hosted Cloud-Based – Hybrid, Private & Public • Economy (Ameyo), Premium (Bright Pa�ern) • Conversa�onal IVR, Rule-based BOTS are default func�ons • APIs to all Large CRM Brands (Salesforce, Zoho, Dynamics) • Opera�ons Management Console (Virtual) • End-to-End Digital Hiring • Digital Knowledge Management, Training & Quality Management • Value Proposi�on: Reduces Cost to Serve by 20%
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You can depend on Conneqt’s at-home workforce to face the challenges of an unpredictable environment.
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