Thursday, September 1, 2022

Put Your Things Together for an Awesome Customer Experience

Great CX requires customer-centricity in business processes and a lot of great data-driven execution.

“Customer Experience Is Today's Business Benchmark,” as per Forbes.

The art of crafting an awesome customer experience relies mainly on the three touchpoints of the customer journey: people, process and technology. In fact, it all simmers down to your customer's perception of your brand. CX is the sum total of every interaction your customer has with your business, pre/post sales. Materializing this in terms of hard business practices is more complex than it seems.

Prioritize a People-First Culture

Let’s see how different departments in an organization can contribute to improving CX:
  • Marketing
  • Product Management
  • Information Technology
  • Human Resources

Building Strategies to Integrate Processes

Once you are able to identify the touchpoints that need rectification depending on customer data, you can modify the CX metrics that will serve you in the process of collecting feedback. 

Adapt Your Tech Stack

  • Customer Insights and Data Analytics
  • Customer Data Platforms (CDPs)
  • CRM
  • CX Metrics

Personalizing digital experiences for customers at scale has the potential to transform your CX journey. The magic can only be created when you put all elements together and start experimenting to learn what works.


Published on CMSWire.com.

Are Pseudo Metrics Taking Over and Driving CX Strategies?

Tying metrics to system strategy is a loophole in your organisational architecture. The perils of blindly using it can result not only in un...