CX: from Subjectivity to Clarity & Consistency as a solution!

Today, the?Customer experience CX has evolved from in-store experiences to encompass all customer interactions & touchpoints. focused not only on path to purchase but the whole E2E processes. '76% executives leaders see CX as critical to meeting business Goals - Gartner' Improving customer experience continues to be a primary objective for many organizations. ?

In the ‘Experience economy’, companies are competing on CX & Usability, having a great CX helps products differentiate, improve loyalty & extract higher value. Research shows Loyalty is powered by emotion: consumers want more than just convenience; they want immersive and entertaining CX experiences that form meaningful emotional connections based on shared values.?CX becomes the centerline for success. Success flourishes best in environments that encourage learning, testing, and iterating with users—practices that boost the odds of creating breakthrough products and services while simultaneously reducing the risk of big, costly misses. Customer experience CX has been a matter of high significance, but subjective, non-consistent & contextual, leading to missed opportunities for companies! The solutions available in the market are strategic, high investment and long term focused, i.e VOC, targeting, Customer 360, Omnichannel, personalization. Mostly uses data, which means the solution is post-deployment and needs time to collate the data and build intelligence. However, Customer experience (CX) professionals often struggle to show how their efforts will produce business results. When their efforts fail, requests for funding hits a wall, & projects stall out. ?

All New products need to go through MVP / Product- Market fit, one of the essential elements to de-risk is great CX: Useability & delightful experience. Customer-centric companies realize that a product launch isn’t the end of iteration. Almost every product issue constant update to improve its products postlaunch, that’s almost continuous. The best result comes from constantly blending user feedback & quickly iterate. Most successful companies consciously foster a culture of sharing early prototypes with outsiders and celebrating embryonic ideas, using the insights to continually adapt & improve value of the Product for companies and customers, thus delivering best-in-class products. ?

Declining revenue is not the only failures, it can also be missed opportunity and moving too slow. Market leaders have been using CJM Customer journey mapping activity to enhance CX & identify blind spots. Customer Journey can be very helpful in planning sales and Marketing activities, in addition to engage customers as promoters & early pilot users for some of the new ideas. A typical 10 stage can have more than 100's of events, such as scrolling, reading, discovering, memorizing & clicking. However, Development teams need to quickly test UX/CX, structure the feedback for improvements and changes. The complexity keeps increasing as we start to add more complex processes, more steps and options.?

?So, the questions arise how do you deliver the best-in-class Products??We want to solve this CX problem in early stage before deployment (Prototype / design stage), often / iteratively used for quick feedback & Low effort resolution. We shall focus on usability / CX, which are the output of the process which is the cause, while the Outcomes / KPI are out of scope, these are the effects, as these are influenced by various external factors. Our customer’s / development teams, can expect a simple tool for development for structured feedback and improvement / iterations, this would result in the below listed values, delivering delightful experience for your products. Example This Process delivers a CX Scores of 35 and has challenges in step 6 and provide recommendation in improvements. ?

We wish to solve the problem and deliver value! Delivery great flow, delightful experience & Customer Success!

1. Enhance CX: We want to deliver a tool for CX methods, quantification & Benchmarking.
2. Improved operational efficiency: Quick / easy methods for low effort resolutions & improvement opportunity.
3. De-risk Product development: Auto Prioritization recommendation based on best practices - Customer experience index.
4. Consistency & clarity for agility: Quantify, Visualize & communicate the flow for improved awareness of integrated teams. ?

Hey guys! We're developing?a tool to help businesses / development team deliver products with delightful Experience with clarity & confidence, with reduced effort & agility. I would appreciate it a lot if you can introduce me to some small and medium development businesses in India/Bengaluru for customer development interviews. Come be part of the early users with exclusive access to the tool / study by writing to [email protected]