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 TRANSFORMING CUSTOMER EXPERIENCE 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.
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.
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.
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.
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
• 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
CS-In-A-Box Enabled Omnichannel Lifecycle Social + Web + Chat + Email + Voice
Mumbai I - Think Techno Campus, A Wing, 3rd Floor Off Pokhran Road 2, Behind TCS Yantra Park, Thane - 400 607 (W), Mumbai, Maharastra, India.
HyderabadCorporate Office & Opera�ons, 1-8-371, Gowra Trinity, S. P. Road, Chiran Fort Lane, Begumpet, Hyderabad-500016 Telengana, India.
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Advantage Conneqt
CUSTOMER EXPERIENCE Our Comprehensive Customer Experience Solu�ons help drive customer sa�sfac�on and agent produc-�vity by offering:
• Omni-channel support • Right mix of in-house/outsourced/WFH agents
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%
EXPERIENCE THE CONNEQT EDGE
You can depend on Conneqt’s at-home workforce to face the challenges of an unpredictable environment.
• Reliable Infrastructure • Proven experience in implemen�ng WFH model • Flexibility & Scalability • Best in Class opera�onal & security processes to ensure data protec�on. • Experienced & Skilled Talent Pool • Specifically, designed training & coaching processes to engage a remote workforce
![Customer Retention [Infographic] Customer Experience](https://static.documents.pub/doc/80x56/55b6dceebb61eb0c598b46c8/customer-retention-infographic-customer-experience.jpg)
