6 ways to knock your digital CX transformation out of the park

Just like fans eagerly anticipate baseball season, businesses are drawn to the capability of modern CX technology to enhance customer interactions and propel business growth.

Adopt the following six ways to step up to the plate to drive digital transformation to make customers’ dreams of 24/7 customer service a reality, achieve solid business results and master agility for the CX win.

1. Build a winning lineup for digital CX strategy

Digital leaders move four times faster than their peers, according to 麦肯锡 . Another?McKinsey ?study found moving to an agile methodology can speed the release of new concepts and digital practices by 80%.

Just as a coach selects players based on their ability to adapt swiftly to real-time game situations, employ technology that has the ability to adjust strategies in real-time. Instead of swinging for the fences, identify ways to improve the long-term game plan such as providing frictionless digital experiences and smart self-service driven by conversational AI.

2. Sweet spot of communication, collaboration

Teams must cultivate a collaborative environment to adapt swiftly to evolving digital needs like a player adjusts their stance to connect with the ball perfectly.

There are a variety of techniques to find the sweet spot in CX AI, with strong relationships playing a major role. Finding the right partner can help you find the sweet spot in the evolving digital landscape to hit digital goals with precision and power.

3. Sliding into success when running bases in digital transformation

In the game of digital transformation, an organization isn’t just running toward a base; it's sliding into a strategic position that aligns with key objectives like financial growth, customer satisfaction and brand elevation.

Digital transformation can elevate core business outcomes. For example, organizations that orchestrate 100% of customer conversations on one platform can see a measurable shift in customer growth and retention with as much as a 350% ROI by perfecting CX with advanced applications.

4. Draft all-stars: Developing a value realization strategy

Any false starts in adopting modern CX technology can risk frustrating your customers and employees. Organizations looking to better connect with customers by adopting purpose-built AI for CX can benefit from experienced consultants to get the technology up and running to start seeing results faster.

Work with a trusted partner to align every level of an organization with new KPI objectives to foster a culture of innovation and continuous evolution. Instilling a test-and-learn mentality and rewarding innovation helps embed value achievement into an organizational culture to exceed customer expectations.

5. Strong leadership helps hit digital CX out of the park

While they may recognize the importance of unified digital experiences, leaders struggle to connect their channels and create cohesive customer journeys. According to the?2023 CEI Digital CX & Engagement Market Study , just 15% of respondents felt their digital engagement journeys were truly connected across all channels.

In the game of digital transformation, strong leadership is akin to hitting a home run—it drives your team forward, fosters adaptability and creates seamless customer experiences across all touchpoints.

6. The hall of fame: Real examples to unlock your organization’s CX potential

Organizations in every corner of the globe are striving to deliver the ultimate customer experience, strengthen brand value and boost efficiency. Why not join them?

Global streaming giant

With 10,000 agents around the world, a?global streaming giant ?leveraged modern unified CX AI platform for an impressive business pivot and centralized business operations in a short period of time. Results included:

• Reduced the size of the team needed for onboarding
• Increased accessibility of data and reporting
• Boosted workforce planning efficiency
• Reduced tech downtime to negligible levels

American multinational financial services company

A financial firm offering a full range of securities brokerage, banking, money management and advisory services needed an experienced technology partner to bring its CX capabilities up to speed.

Leveraging a purpose-built artificial intelligence (AI) for CX unified platform enabled the firm to replace 40 applications across 10 vendors, and deliver net new capabilities without significant in-house technology work while adding a powerful layer of security of analytics.

Read the blog for more details, and download the?Guide to Thrive eBook ?for tips on how to manage transformation within the agile culture of the digital age to achieve ultimate success.

More CX insights

Is your CX earning revenue? Prove it pays off.

Can you prove your customers are satisfied? Gartner found those who have calculated how customer satisfaction is associated with business outcomes are 29% more likely to report CX budget increases and one-third less likely to report decreases in their CX budget. Find out more .

Ignite the CX conversation

We want to hear from you:

What techniques are you implementing to find the sweet spot in CX AI?

Let us know in the comments.