? Finding Your Ikigai in Digital CXM ?
Prashant Kandukuri
An astute Go to Market & Digital Business Leader specializing in driving exceptional growth with Digital & AI based Solutions, Innovation and Strategic Leadership.
Have you ever considered the "why" behind your Customer Experience Management (CXM) strategy? The Japanese concept of Ikigai, or "a reason for being," can provide a powerful framework for transforming your approach. Whether you're undertaking a large-scale modernization of your CXM function or implementing specific point solutions, aligning purpose, technology, and strategy to meet customer needs is essential.
Here’s how you can discover your Ikigai in Digital CXM:
? Customer-Centric Purpose: At the heart of Ikigai is understanding your customers deeply. Utilize Customer Journey Maps & Data and Customer Data Platforms to gain actionable insights into their needs and expectations.
? Strategic Alignment: Ensure your investments and strategies are aligned with your purpose. Focus on initiatives that allow you to truly capture value at every touchpoint. Develop clear playbooks for integrating AI.
? Technology as an Enabler: Leverage technology to empower your agents and create seamless experiences for customers. This includes using Multimodal AI, Agentic AI, and Natural Language Understanding & Processing. Make use of Agent Assist / Next Best Action to further boost efficiency.
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? Hyper-Personalization and Efficiency: Use data and technology to deliver hyper-personalized experiences that are also proactive & efficient1. Think on-demand availability and consistency across all channels to create the ideal omni-channel human experience.
? Continuous Improvement: Embrace Analytics & Insights and Conversational Intelligence to continually refine your approach. Aim to create Augmented Digital Experiences that are not only cutting-edge, but also highly relevant to your customers.
?The goal is to move beyond basic CXM solutions and deliver experiences that deeply resonate with customers. This requires cultivating a customer-centric culture that aligns organizational competencies with the technologies being implemented. It's not just about the tools, it's about creating an environment where both customer needs and organizational strengths are in sync to deliver truly augmented digital experiences.?
Whether it’s a complete overhaul or a targeted improvement, how does your approach to CXM align with your Ikigai? Please share your thoughts in the comments!