Here's how you can seamlessly incorporate new technology into your customer experience strategies.

This is probably the most critical stage - what are you trying to achieve. I have seen so much wasted budget on technology in CX for the sake of technology Technology is only of use if the result of its application is in making the customer feel special, makes them feel valued Technology needs to use data to bring this to life. It needs to add value to the experience, significant value. Before you buy or implement any system, ask if it adds value to the customer. The McDonalds order kiosks take 150 seconds and 13 presses of a screen to order the most common McDonalds order of a Big Mac, Fries and Coke. It took me 5-seconds to order on in person at the counter. Only use technology where it genuinely adds customer value

Normally, I will do this in my design thinking session, bring the key stakeholders, and run a detailed Design session on what result they are creating for their customers and employees. Don't worry about the technology yet; since Space X can send a rocket to Mars, bring it back, land it on a barge in the Pacific Ocean, and reuse it back to fly to Planet Mars again, technologically anything can be done. As an organization, you decide how to delight your customers and then work backward to find the right technology to complement the effort. Remember, technology is an enabler and not the end solution. Finally, don't let your tech vendors to drive your innovation. They are more concerned to secure your account than delighting your customers!

There’s always something to improve when it comes to making a great buying experience to your customers. The combination of speed, customized approach, and connection creation are the pillars of a great, effective, and overall well working CX. There is a new player in the game when it comes to delivering that, and it is AI.

Antes de adotar novas tecnologias, avalie as necessidades dos clientes. Identifique áreas que necessitam de melhorias, como velocidade, personaliza??o ou acessibilidade. Concentre-se em solu??es que atendam diretamente a essas necessidades, garantindo um investimento estratégico e eficaz.

Before incorporating new technology into your customer experience strategies, assess the specific needs of your business and customers. Identify pain points and areas where technology can enhance efficiency and satisfaction. Conduct surveys, gather data, and analyze trends to ensure the technology aligns with your goals. Personal experience: Conducting thorough needs assessments helped me pinpoint the exact technologies that would provide the most significant impact on our customer service operations, leading to more targeted and effective solutions.

It's important to add new tech where your team already "lives." Spend all day in Slack? Make sure there's an integration or easy access there. Always in Salesforce? Ensure the new tool is easy to access there too. Adding another place for your team to go or a new process creates extra work, making adoption and training less successful.

The least staff training necessary is best, that is why automating it is so powerful and effective from many angles. Updating internal protocols has some inherent resistance in terms of implementation, but it’s nothing compared to the courage to actually change something within your system. The technology most likely always aligns in some way, that is when personalized solutions come in. So yes a well thought out plan for each case is your job as someone providing the improvement for whoever you work with.

Develop a comprehensive plan for integrating the new technology. Outline the steps required, allocate resources, and set realistic timelines. Consider potential challenges and create contingency plans. Effective planning ensures a smoother transition and minimizes disruptions to existing processes. Personal experience: Detailed integration planning allowed my team to anticipate and address potential issues proactively, ensuring a seamless adoption of new technology with minimal impact on daily operations.

Everything must be as easy to replicate as possible. From each and every client, having already tested systems are the easiest way to ensure nothing out of the ordinary happens.

Thorough testing is crucial before fully implementing new technology. Conduct pilot tests in a controlled environment to identify any bugs or issues. Gather feedback from a small group of users and make necessary adjustments. This helps ensure the technology functions correctly and meets user expectations. Personal experience: Running extensive pilot tests with selected team members helped us identify and resolve issues early, leading to a more successful full-scale rollout.

Invista em treinamento abrangente para sua equipe, garantindo conforto e proficiência com novas tecnologias. Além dos aspectos técnicos, inclua comunica??o eficaz com os clientes. Funcionários confiantes no uso da tecnologia melhoram a experiência do cliente.

Properly train your staff on the new technology to ensure they are comfortable and proficient in using it. Offer comprehensive training sessions, provide user manuals, and create support resources. Well-trained staff can maximize the benefits of the technology and enhance the customer experience. Personal experience: Investing in thorough training programs for my team ensured they were confident and capable in using new systems, which significantly improved their performance and customer interactions.

Adote uma abordagem gradual ao introduzir a nova tecnologia aos clientes. Comece com um grupo reduzido de usuários ou um aspecto específico da experiência do cliente. Isso facilita a coleta de feedback e ajustes necessários, sem sobrecarregar clientes ou equipe de suporte. O lan?amento gradual cria antecipa??o e facilita a gest?o da mudan?a.

When it's time to introduce the new technology to your customers, consider a phased approach. Start with a small group of users or a single aspect of the customer experience. This allows you to gather feedback and make any necessary tweaks without overwhelming your entire customer base or your support team. A gradual rollout can help build anticipation and allows you to manage the change more effectively.

QUI TAKEAWAY: Future-proof the customer experience. In addition to asking "What happened?" to your customers, ask them "What if?" Exceeding the expectations of current customer needs and innovating future potential customer wants will maximize the ROI of CX.

From agility and a veteran expertise POV, there is no particular CX system except for VOC platforms of course! This is originating from believing in the importance if having CX as an integral piece of all organizations’ operations fulfilling Customer centricity as a core business value! In an achievement mode, CX roadmap should revise, plan for and encourage/ request agile platforms for governing and boosting Customer experience across the modest operandi systemically !! In every business Module, there is a modern platform/system that is to be considered or acquired or even updated, yet this requires also integration with the CX business case Not forgetting the cultural dimension as an ongoing foundational engine of course…

Scalability and Flexibility: Choose technology that can grow and adapt along with your business. Scalability is crucial to ensure the technology can handle increasing customer demands, while flexibility enables you to adjust the technology as per evolving business needs and market trends. By considering these factors, you can mitigate potential risks, provide a seamless customer experience, and build a stronger, more competitive business in the market.

Seamlessly incorporating new technology into your customer experience strategies involves identifying customer pain points through research, selecting the right tools like AI chatbots and CRM systems - and ensuring integration with existing systems for a cohesive experience (this can be challenging to do right). Try to focus on user-friendly design by prioritising intuitive interfaces and conducting usability testing. Make sure you provide the right training for your team and encourage continuous learning for them. And finally communicate with customers about the new technology through tutorials and support. Regularly monitor performance and make adjustments based on feedback to enhance satisfaction, build loyalty and drive growth.

When selecting new technology to integrate into you customer experience (CX) environment, don’t just focus on that piece of technology. We often select tools and vendors based on best in class capabilities. It is almost just as important to consider how that technology will integrate with the technology you already have, or the next tech you will be choosing. I always recommend that companies think about their technology as a platform. That speaks to the need for all technology to work together for the purpose of creating or analyzing great experiences. I’ve seen way too many examples where best in class tech was selected but didn’t integrate well and ultimately failed.

Cultural Differences: Be mindful of cultural differences in the regions where you're deploying the new technology. Consider factors like language, regional preferences, and local business practices to create a more inclusive and culturally sensitive experience for customers. Accessibility: Make sure the new technology caters to customers with diverse needs and abilities. Adopting technology that complies with accessibility standards, such as the Web Content Accessibility Guidelines (WCAG), can make your customer experience more inclusive and user-friendly.