“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 CultureLet’s see how different departments in an organization can contribute to improving CX:
- Product Management
- Information Technology
- Human Resources
Building Strategies to Integrate ProcessesOnce 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)
- CX Metrics