Customer Experience(CX): New Masterplan To Reignite Growth

by | Jul 26, 2021

In today’s fast-paced, omnichannel world, customer experience is equally as important as a brand’s promise. Having a digital front office improves clients’ understanding of the changing digital needs of customers. Consequently, companies can now meet and exceed shifting customer expectations and simplify complex interactions to deliver early and intuitively on brand promise consistently across all customer touchpoints. This allows for a pivot in growth strategies to profitable areas beyond the core and funds new growth by optimizing costs in other parts of the organization.  

Breakthrough marketing and sales-led growth especially in 2021 require a new model for marketers that are seamlessly integrated, data-driven and technology-enabled. Companies must bring together their marketing and sales function, strategies and capabilities to drive results across the entire customer lifecycle through hyper-relevant, best-in-class experiences. This is why we suggest our Digital Front Office to enhance CX—JivoChat Operations and TEC’s Intelligent Sales and Services Operations—to help our clients achieve new levels of collaboration across the marketing, sales and service organizations by unleashing the power of robust data, advanced analytics and enabling technology for sustainable growth.

Our Approach To Tailor Fit Digital Customer Experience

We believe that delighting your future customers lies in being client-centric. This has become only more important in today’s digital world. It means creating a culture that seeks to continuously improve customer experience. We will help you drive experience transformation and rigorously design and prioritize the customer experience.

  • Design and ideation lab — builds and manages the pipeline of new ideas that deliver your vision
  • Engine room — defines the operating model and is responsible for delivering working prototypes from the user journeys developed by the ideation lab
  • Deployment hub — drives the delivery initiatives at scale, e.g., people, process, policy, adoption of technology through the engine room
  • Transformation office — sets the program strategy, drives delivery execution, and engages executives and stakeholders throughout the process

When it comes to serving the customer of the future, the answers lie in being client-centric, especially in today’s world. It’s not about implementing technology to improve customer experience — it’s about running a business like a digital leader.

customer experience

The structure of almost everything we do like how and what people buy, how and where they work, how they interact with others has been drastically changed by world events in 2020. The consumer behavior shifts we’re seeing today are not a blip. They are likely to stay with us for a long time, some likely forever. Some have been in motion for years, and many have been accelerated by the COVID-19 pandemic.

4 Ways To Uptrend Your CX 

We leverage TEC’s deep expertise in innovation, analytics, risk and cybersecurity to help you build necessary capabilities rather than simply technology. Omnichannel is the new channel when it comes to managing customer journeys. 

The digital consumer expects speed, agility and self-service, virtually. The interactions on digital mediums are serving more than just a bridge to traditional call centers. Per the survey, nearly 50% of the service requests raised were through chatbots, self-care applications and social media platforms. The change is here to stay. Four pillars by TEC CX experts will guide you to address common mistakes and promote a seamless omnichannel and multichannel customer experience.

  1. Advanced Analytics to comprehend Customer Behavior

Contact centers produce a huge quantity of valuable information. Call recordings alone can amount to as much as 1 terabyte of data every day. However, much of this data is unstructured. As a result, companies have historically struggled to tap into its value. TEC can apply advanced analytics to this trove of data, enabling them to gain a better understanding of the reasons for customer contacts.

  1. Co-Opt the Contact Center to Support Digital Services

Rather than forcing customers into digital channels, we assist companies to create the conditions that will encourage them to change their habits over time by themselves. To get customers into the habit of using digital self-serve, TEC believes that there are five criteria that are very important. So we help the company to develop action plans to deliver so that the customer must:

  1. Know that the channel exists.
  2. Be confident that they will get the outcome they want.
  3. Have a good enough reason to try the channel.
  4. Have a seamless entry process that involves less effort than doing things the old-fashioned way.
  5. Be satisfied that their needs were met with minimal effort.
  1. Fusion of Digital Self-Serve and Human Support

We determine how the digital and human channels of your firm can best support each other in helping customers resolve issues or complete transactions faster. Human-assisted channels, such as chat, social media, and community forums, can add more value if their purpose is to help a customer remain with digital self-serve.

  1. Reduction Of Failure Points by Analyzing Human and Digital Contacts

TEC combines digital and contact center analytics to identify and eliminate the digital failures that lead to new contacts with human agents. The most valuable insights come from linking together the footprints customers leave when they interact with each channel. This allows us to identify the points where customers are abandoning self-serve and calling the contact center.

Let us guide you to a better future with the best CX   — one where every customer interaction is smart and seamless, every process is fully automated and paperless, and everyone is ready for whatever the future holds. Get your quote now.

Written By Shriman Ahuja

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