It’s not out of the norm to see organizations that are out-of-sync with customer expectations. With today’s accelerating rate of change, before too long, they begin to struggle. These organizations can be successful one year, and then “has-beens” the next.
Whether adapting too slowly or ignoring changing expectations altogether…it’s readily apparent that change is not dictated or managed by the company itself anymore.
Everything is now relative… the customer experience offered by all the other companies is resetting the bar… higher and higher on a daily basis. It’s evident that the “fast-fail” approach to fine-tuning has become the new normal, where proactive management and optimization of the customer experience (CX) determines who will keep their existing customers and also be successful in appealing to new ones.
It’s the ubiquity of digital access and the familiarity of use, across all age groups. With mobile devices, pervasive and intuitive apps, automation of monotonous tasks, and voice-activated home devices, customers have come to expect getting what they want, almost instantaneously.
This has led to customers thinking that the only experience that matters is their digital experience, across all touchpoints with your organization. As a result, customers increasingly view their digital customer experience as insight into how your organization handles everything else.
That being said, our experience, consistent with many recent analyst studies and reports<sup(1,2) identifies that achieving customer-centricity is not a single facet initiative. It suggests that an organization should address the following elements to increase the probability of success of their customer engagement optimization initiatives:
When properly developed – from the outside in – and executed well, customer experience investments will yield the results organizations are looking for: more customers, more sales and revenue, and a higher rate of customer loyalty.
But as noted, customer expectations will only continue to increase.
Accenture/Technology Vision 2021
Adopting a proactive approach will help ensure that your organization knows what your customers are thinking before other companies figure it out. Being complacent or reactive ensures that your competitors will figure this out before you do.
The scenarios are evident. But, your focus on success tells you what the right decision should be. Never Relent.
Make sure you can react to your customers as quickly as possible. Leverage Microsoft Teams across your contact center to engage with subject matter experts (SME’s) or back-office staff to ensure customer issues are quickly resolved – no matter where they are.
Deploying Microsoft Teams within customer service delivers significant benefits, such as increasing collaboration, underpinning hybrid and blended working and ensuring agility by improving integration and information sharing with other departments.
The overall potential of AI within customer service has now been a hot topic for several years – but where does it deliver real benefits and what is the state of AI deployment?