Speed was found to be an essential factor of CX in Walker’s 2013 report, Customers 2020 – and it’s only become more important since. The seven themes we’ve discussed in our CX Now series so far have all been building up to this critical aspect of customer experience.
Category: CX Now: Eight Essential Themes Driving CX Evolution
Adaptability: The Ability to Quickly Adjust to Shifting Environments and Customer Needs
Today the customer is in charge. Companies spend significant resources to understand their needs, desires, wants, and preferences. We have transitioned from a “make-and-sell” model to a highly sophisticated “sense-and-respond” model. What’s more, customers expect companies to keep up with their shifting demands month by month, day by day, and minute by minute.
Data Integration: Integration and Accessibility of all Customer Data Sources to Understand Their Needs and Guide Company Actions
As a CX professional, one way you can improve your program is by making certain you can access, integrate, analyze and use all your data to make better informed decisions about how you deliver experiences to customers and employees. Sounds easy, right? But with silos and tech platforms that don’t connect, accessing and using all your data can be tougher than you’d expect.
Seamless Experiences: Delivering Intentional, Unified Experiences for Customers
Because of the negative impact such experiences can have on an organization’s brand and reputation, it’s clear that creating seamless experiences for customers is more important than ever, which is why we consider this topic to be one of the themes driving the evolution of CX.
Employee Enablement: Providing the Necessary Ingredients to Deliver Ideal Customer Experiences
It may be a broad generalization, but it’s probably fair to say that most employees want to do a good job. This is particularly true if they are hired to regularly interact with customers. Typically someone in such a role likes to interact with people and wants to help. They enjoy solving customer problems and they want to help them succeed. And yet, if you are a customer experience (CX) leader, the leader of a contact center, or anyone who has a hand in customer relationships you can likely cite a number of obstacles that make it difficult for frontline employees to feel fully enabled to do their best work.
Predictive Analytics: Your Data-Driven Crystal Ball
“Humans are obsessed with predicting the future – and we are absolutely horrible at it.”– Troy Powell, PhD Wouldn’t it be awesome if we had a crystal ball to look into the future and know what we need to do to be successful? Well, it’s not magic, but customer experience leaders do have some pretty… Read more »
Download our newest resources for XM Leaders:
Weekly resources to help customer experience professionals take their CX programs to the next level.