Building a people-first approach for a sustainable business strategy

For this week's article, we have a guest writer, Scott Kerr , Head of Experience Management & Conversational Analytics at Eviden , sharing his Top 5 tips to boosting CX.

Are you ready to revolutionise the way you understand and engage with your customers, employees and stakeholders? As organisations continue to leverage technology to boost their customer-, employee- and end-user experiences, they are also eager to drive meaningful interactions and conversations while unlocking actionable insights to boost these experiences to the next level.

It encompasses how customers perceive human connections and feel about their entire journey with a business – from their initial impressions to ongoing interactions, significantly impacting their satisfaction and loyalty.

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Four reasons why a CX program is critical to your business

Let us look at why an elevated customer experience is the wind beneath your wings.

1. Your competitors care. According to Business Wire , 77% of brands believe that CX is a key competitive differentiator.
2. There is a perception gap. Based on the same study, 87% of companies believe they provide excellent CX, but only 11% of their customers agree.
3. Your customers care. Harvard Business Review (HBR) reported that 32% of customers would stop doing business with a beloved brand after just one bad experience. In Latin America, 49% would walk away.
4. Positive experiences increase revenue. Based on a PwC research , customers who have great experiences are willing to pay 16% more for products and services.

?Top 5 ways to boost CX

1. Map your customer journey. To ensure a winning CX, you need to be sure about the experiences your customers are having at every single touch-point in their journey. Identify quick wins, correct inconsistencies across channels and work towards a better journey.
2. Survey across channels. Behavioural science has come a long way in optimising surveys to help us understand how our customers feel about our business. Leverage these to evaluate your performance compared to your competitors, and look for opportunities to improve.
3. Listen to customers. Use available technologies such as natural language processing and transcription to understand customer sentiment in every interaction on every channel. This enables you to understand the areas of high customer effort and learn which processes are driving customer emotion, both positively and negatively.
4. Aim for an omnichannel experience. Aim for a consistent customer experience across your entire brand on every channel available, rather than settling for one winning channel and mediocre attempts on others.
5. Choose a digital partner for an elevated experience. Having an experienced and well-established digital partner who understands your business, your customers and your goals can be an unexpected lever in your toolkit.

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Partnering for a people-first approach

Global industry players have partnered with digital transformation leader, Eviden, to gather and analyse customer feedback in real time, identify areas for enhancement, and implement data-driven strategies to craft a more engaging and satisfying customer journey.

Eviden’s partnership with Qualtrics for their Experience Management (XM) tool enables businesses to harness the power of data and analytics, cutting-edge technology and AI. This accelerates their abilities to collect, analyse and act on insights generated from various experiences. These key activities drive stronger engagement, greater satisfaction and increased loyalty, ultimately leading to improved CX and business success.

Elevate your human connections today by putting your customers at the heart of your business.

Thanks Scott for Sharing.

Perry Fletcher

Douglas Jackson

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