How can you use technology to support CX culture and leadership?

Your CX vision serves as the guiding light, illuminating how you want customers to feel and the value you're committed to delivering. Utilizing technology can be a powerful tool in this process. It enables you to create a CX manifesto or charter within your organization. Additionally, technology facilitates the use of storytelling and multimedia to vividly convey your CX vision. In this digital age, the fusion of technology and communication is pivotal in nurturing a culture of exceptional customer experiences.

In our Latin American company, where cost reduction is a key focus, defining and communicating our CX (Customer Experience) vision is crucial. Our CX vision sets the direction for an improved customer experience while maintaining cost-efficiency. We use technology to share our CX vision within the organization. A CX manifesto outlines our core values, principles, and customer-centric goals and is accessible to all employees. Storytelling tools make our vision engaging and memorable. Involving stakeholders in co-creating and contributing to our CX vision is vital. Our CX vision guides us toward better customer experiences, efficiency gains, and sustainable growth in a cost-conscious environment.

Utilize customer data and analytics to gain insights into customer behaviors and preferences, enabling data-driven decision-making and personalized experiences. Implement Customer Relationship Management (CRM) systems to streamline customer interactions, track customer history, and provide a 360-degree view of customer relationships. Employ automation and Artificial Intelligence (AI) to enhance efficiency, respond to customer inquiries 24/7, and personalize customer experiences. Utilize technology for collecting and analyzing customer feedback, ensuring that customer input informs strategy, and fosters a customer-centric culture and leadership.

Utilizing VoC, CRM, and CX tools can significantly enhance a customer-centric culture and leadership within an organization by providing actionable insights on customer experiences and interactions. However, the effectiveness of these technologies hinges on the buy-in from top management. Without their support, there may be inadequate implementation or utilization, leading to missed opportunities in fostering strong customer relationships and improving overall customer experience. The endorsement from leadership ensures proper resource allocation and a company-wide emphasis on leveraging these tools to nurture a customer-centric organizational culture.

Infuse your CX vision with real-time insights. Utilize data analytics to assess customer feedback, preferences, and market trends continuously. This data-driven approach allows you to refine and adjust your CX vision promptly.

When we think about maximizing technology in CX culture and leadership, I imagine collaborating with tech teams, and getting their buy-in for strategic investment decisions. Influencing prioritization of technologies like CRM tools such as Salesforce, Slack, analytics tools, automation, AI, social media monitoring, and chatbots is crucial. Implementing automation and chatbots, social media monitoring, all used by platforms like Netflix, Jumia Food, and Uber Eats, helps to streamline processes and data, improve response times & personalization, ultimately driving loyalty. This collaborative approach empowers us to adopt new ways of work, new skills, and a cycle of transformative CX that brings in more business revenue and growth.

Don't just connect, unify. Move beyond basic integration by creating a cohesive CX ecosystem. Break down silos between departments and systems, fostering seamless communication.

In a project that I have just completed my goal was to define requirements for a new POS system. Unusually for large organizations, we chose the customer and the employee journey as the starting point. From there we identified jobs to be done, or what is it that customers and employees are trying to achieve. This was a great inspiration for constructing requirements for a system and identifying where and why it needs to link with CRM and other systems. This approach is very effective as it ensures stakeholder alignment, management buy-in and focus on things that will make a different to the customer and the bottom line

Integrating different systems helps make for a memorable experience for your consumers and it saves you time. With Black Friday around the corner, many small business owners are using tools like Manychat and creating a fun experience on instagram. It allows you to give them valuable content that they can interact with while creating a reason for them to continue to engage with your brand.

Democratize CX insights and bring all data about the customer together in one place. Make it easy for people to see a customer centric pattern so that they can act upon it. You can still use datalakes to Analyse across customer Segments to detect company patterns but for the people haviing to take ownership it needs to be made easy ideally in one system. Having data split in 3 different Systems will not lead to seamless adoption for the benefit of acting but will look like an additional burden to act.

A key here is to understand that every employee is in the customer experience business, regardless of title or job description. Even if an employee never comes into contact with a customer, the decisions that they make every day impact the ultimate customer journey. If these decisions are made through the lens of the customer, more than likely they will also end up being good business decisions.

It's not just CX teams that should have access to CX platforms, whether CFM or CEM. Anyone that speaks to, designs for, or delivers to the end-customer should have access to these capabilities. Once the workforce has access to insights on how customers feel about various aspects of their experience, they can change the way they operate, and become customer-led.

Utilize cutting-edge collaboration platforms to enhance communication and teamwork. These tools go beyond mere messaging; they enable seamless document sharing, project management, and real-time collaboration.

Certainly, enabling and empowering your CX teams can be achieved through the following steps: 1. Implement a robust collaboration platform for seamless communication and teamwork. 2. Introduce a comprehensive learning management system for continuous skill development. 3. Integrate a recognition and feedback tool to acknowledge and celebrate achievements. 4. Foster a culture of knowledge sharing and collaboration across different teams. 5. Encourage autonomy and decision-making to boost employee confidence and engagement. 6. Establish a supportive environment that values employee contributions and promotes well-being.

I have seen companies where employees were overwhelmed with the use of tech tools which ended up to create more frictions internally and externally - to customers. Adopting tech and automation it should be done strategically in a way that creates more good rather than bad CX

I firmly believe that technology and customer experience (CX) are intricately connected. Over the years, technology has played a pivotal role in shaping CX, from collecting feedback a to reducing pain points in the customer journey. It's imperative that we comprehensively understand the various facets and seamlessly incorporate it into the customer journey. The impact of technology on CX is not uniform; it varies depending on the industry and the level of customer awareness. This brings us back to the essence of clustering and different customer journeys. Technology and data form a continuous loop in the CX landscape, adapting and evolving to cater to the diverse needs and expectations of customers across various sectors.

While all the technology in the world will promise to provide a brave new future of CX, the reality is that the winning organisations create pathways of work that require employees to adapt. Business transformation apart from digital transformation often sees a medium term failure and investment loss.

The paramount consideration in leveraging technology to bolster CX culture and leadership lies in recognizing that technology, while a powerful tool, should always serve as a complement to, rather than a replacement for, the human touch. To harness the full potential of technology, businesses must navigate the delicate equilibrium between tech and the irreplaceable empathy, creativity, and intuition that humans bring to the customer experience.

- Using Data Analytics and Artificial Intelligence to identify the trends and patterns for optimising behaviour! - Predictive Analytics can be implemented using any available models that proactively define preferences. - Voice of Customers can be used to identify feedback directly from customers through various channels

Tecnologia e dados andam de m?os dadas ?????? Em uma empresa de escala, onde o volume de intera??es com os clientes é alto, o uso eficaz de dados pode automatizar processos para fornecer respostas rápidas e personalizadas às consultas dos clientes. Isso n?o apenas melhora a eficiência operacional, mas também leva a uma experiência do cliente mais satisfatória, pois os clientes se sentem compreendidos e bem atendidos, mesmo em um ambiente de grande escala. Em resumo, estudar dados para Customer Experience n?o apenas melhora a eficiência operacional, mas também desempenha um papel crucial em fazer com que os clientes se sintam ouvidos, compreendidos e valorizados em uma empresa de escala.