Customer Experience today cannot be talked about without technology and innovation. It is true indeed when people say that every business is a technology business. Nowadays, technology is being leveraged strategically to optimize CX. For this to happen, tech strategy and customer experience must be aligned in a company. In this blog, we explore 5 ways you can leverage tech to improve CX strategy.
One of the direct advantages of leveraging CX with technology is the increased chances of attaining customer lifetime value. The right set of technologies depends on your business offering and the demographic you are serving. Certain experimentation is required to find the right set of technologies that work with your customers and help improve CX strategy.
Here are 5 ways you leverage tech to improve CX is a must for all companies.
Better Understand Your Customers with Data
Every touchpoint with the customer allows you an opportunity to understand them more closely. Your objective should be to capture customer behavior & perception data using different technologies. You can deploy surveys, sentiment analysis, direct feedback, social listening, NPS survey to collect qualitative and quantitative data to shape your services accordingly.
Combine Data From Cross Channel Platforms
CX is an all-encompassing terminology and defines the overall perception of the brand. The customer touchpoints happen across different channels and platforms. To get a holistic understanding of customer perception, companies need to synchronize data from all touchpoints affecting experiences. Systems like marketing attribution, CRM, journey analytics, business intelligence, and feedback surveys must integrate.
Optimize Your CX Actions Using Analytics
The moment you get your hands on data, you become armed with the most expensive arsenal for any company. You can begin analyzing the engagement, survey, and experience data to extract insights to help shape your strategy. You can see how well your current Customer Experience Strategy performed using reports and a dashboard for a clearer picture.
Delight Customers By Executing On Real-Time Insights
Now that you have the sought-after customer insights, you can begin deploying technologies. The aim should be to engage with prospects and customers directly using tech. Automated contact centers, AI chatbots, A/B testing, personalized email are some of the easy-to-setup innovations that can instantly upgrade your CX tech stack.
Create Personalized Experiences with 360 Customer Data View
One of the best tactics of CX strategy is providing personalized experiences to the customers across their interaction with different departments of your company. A complete 360-degree view of the customer must be accessible throughout the organization to make this happen. Each workflow of your business can improve service delivery, shape automation, reduce turn-around-time, and delight customers. This provides a strong foundation for customer loyalty to build upon, reduce customer churn and increase organic word of mouth for your business.