The CX promise made real.

Brands need to realise that it’s about time they started bringing value to the customer more than they ever have before or risk losing them permanently. The reality of cost cutting cannot be ignored and has been a top agenda item however, there now needs to be a deliberate shift to deliver on the #customerexperience promise.

• A quarter (1/4) of consumers struggled to get in touch with brands in 2020;
• 60% of customers care more about the customer experience when deciding which brands to purchase from;
• 67% of CX, Marketing, IT, Contact Centre and Operations leaders now value cost reduction and operational efficiencies;
• 81% of leaders from the same group value customer satisfaction more than they ever have, while;
• 73% now value customer loyalty and advocacy.

Customers rely on us to provide them with the best experience and it is also important to ensure that employees remain engaged due to the remote working construct by providing connectivity coupled with the right enabling technologies. This will ultimately enhance the customers experience.

The best brands understand that by simultaneously enhancing employee experiences, which in turn leads to increased employee performance, and by providing them with the right digitally enabled tools integrated into new or existing systems, their desired results on CX can be achieved.

Customers don’t care about the metrics that most businesses, including those with contact centers, have struggled with since the pandemic began in March 2020. They care about personalised and efficient customer experiences. One out of 2 customers will switch to a competitor after a couple of bad experiences and businesses need to identify the right technology partners, with a broad set of key differentiators, that will scale, futureproof their business and enhance their CX capabilities.

Communication with customers on their own terms is critical, and if your business is able to implement Chatbot and Conversational AI solutions that allow customers to engage on their channel of choice, your CSAT, Operational costs, sales revenues and employee attrition levels will record positive data analytics. (refer to image in header for attainable metrics).

I leave you with this final thought from a recent enterprise implementation. Imagine the possibilities if your business could hit the 1,000 agents/employees fully dedicated to responding to customers on daily messaging channels like #WhatsApp, #Facebook, #Instagram and #AppleBusinessChat, to mention a few, in under 30 days! What would that do for you customer experience and bottom-line?

Follow me as we continue on this journey and further explore how we can collectively deliver on the promise we have made to our customers for a very long time, as well as look at which technologies powered by AI can get you there.

#AnAfricaAgendaItem #ConversationalAI #Chatbots #DigitalTransformation