Customer experience transformation is happening whether organizations are ready for it or not. The longer a business waits, the wider the gap Tips for Continued Success will become between them and their competitors who are further along on the journey. Along their quest, savvy customer experience (CX) leaders are gathering all the insights they can from others who have paved the way in their journeys.
That thirst for knowledge was evident at the recent Frost & Sullivan Customer Contact East MindXchange event. Customer experience professionals from across industries gathered to share best practices and learnings — and support each other as they determine the right path forward.
Here are 7 key points on how to get started on accurate cleaned numbers list from frist database your CX transformation journey and ensure that it moves forward without stalling.
Rally around CX
Align all lines of business around customer advocacy as essential to long-term business success. Share relatable customer feedback and related insight to gain buy-in from all stakeholders — from the C-suite to the frontline. And use that insight to Tips for Continued Success not only drive improvements in end-to-end customer journeys but also to increase the effectiveness of individual customer interactions.
Additionally, work with partners that align dual guarantee of speed and stability with your brand values and priorities. The right partner can help educate, motivate and focus your internal customer support team.
Balance personalized experiences and automation
Blend a personal touch with a CX digital transformation and innovation to build stronger customer relationships. In doing so, balance the human and automated elements of the customer experience.
One manufacturer prides itself on its customers reaching a live person for every customer engagement; they don’t even have an IVR. But the company is also looking for ways to automate where necessary to speed resolution times, like providing a chatbot for after-hours interactions and using artificial intelligence (AI)-powered automation to support agents with email interactions.
Work holistically
Build cross-functional teams that are aligned around customer-centric goals and will evangelize them internally. A healthcare provider assembled a team of regional leaders to agree on which digital channels and interaction types to use and when to use them.
This creates a more consistent experience for agents and customers. The shift also enables the provider to develop more uniform success measures for continuous improvement.
- Take risks using pilot projects to meet customer expectations
Agility is table stakes for keeping pace with phone number list ever-changing customer expectations and technology innovation. Pilot projects that allow organizations to fail fast and small also enable them to quickly learn and optimize. It also Tips for Continued Success allows organizations to test everything to ensure there’s no unintended downstream impact.
One retailer looking to use AI to support both the customer and employee experience implemented AI-powered voicebots as its first test case. The trial run was so successful it enabled them to hire 35% fewer employees for their annual spike in holiday-related volume — while also seeing an increase in Net Promoter Score.
The company also saw an increase in average handle time because agents handle more complex issues, but view the time spent as relationship-building opportunities. Overall, AI has saved the retailer millions in operating costs.
That organization is bullish — looking for more ways to add AI into its interactions. So, it plans to test out other AI use cases. For example, it plans to implement AI-powered agent-assist tools and digital customer assistants for chat, email and SMS.
