The Latest CX Challenge of 2020

No doubt there are many challenges with regard to delivering an exceptional customer experience. After 25 years at a Fortune 100 company and a year of consulting afterward, it is evident that customer expectations change rapidly and CX leaders are always working diligently to stay in front of the latest and greatest. CX leadership has never been more important for the reasons that follow next.

1. Customers are more savvy, more engaged and have higher expectations than ever before. Anyone read customer reviews during the buying process?
2. Customers have countless ways to engage and are often frustrated with all the pathways, inconsistencies and lack of seamlessness.
3. Many companies have developed break-through models simplifying the customer experience; disrupting industries and redefining expectations, e.g. Amazon, Airbnb, DoorDash.
4. Customers expect visibility, transparency and integrity throughout the customer journey while learning about products, buying products, getting products, using products, paying for them or getting service.

As CX leaders navigate these focus areas, it is helpful and even critical, to begin by unpacking and building CX strategy. This requires answering many critical questions, for instance, how will you go about knowing customers, knowing the interaction history across a myriad of platforms, knowing customers needs (past, present and future), enabling effective experiences across all channels of communication by web, mobile, chat, video, email, phone, store, etc. The CX strategy should define the purpose (what does the company want to be known for?), plan and prioritize actions, determine the starts/stops and clearly define the 'what' and 'how' considerations to win in a highly competitive environment by creating a sustainable advantage. A formal CX strategy is imperative as we know customers will pay more for a better CX, continuing using products specifically because of CX and recommend and write reviews based on CX.

After developing a clearly defined CX strategy, the work begins to build and reinforce the strategy with the foundational features and functionality required to deliver it. Implementing the latest and fit-for-purpose technology solutions is important. This might include capabilities, such as, application integration, workforce management, multi-channel management, agent resources and tools, customer portal integration and standards and compliance. These areas require proper assessment and investment in multiple tools and applications. You'll want to get the most out of it to include customizable solutions. You'll want it to be fully integrated, e.g. with CRM. And you'll want to select solutions that enable the flexibility to try things, pilot new CX approaches and making change management simpler and faster.

Another top consideration, might be to ensure a thorough review of CX trends and best practices. Some examples of the latest trends include Work at Home capabilities, integrated interactions between Digital and Rep, content to conversations (BOTs, AI, next best activity), Virtual Desktops (everything in the Cloud; everything integrated) and call segmentation based on newly defined roles and outcomes. The best practices examples might include areas like Full CRM integration, Omni-Channel (available, seamless, workforce orchestrated), Automation and offline workflow, Outsourcing what's not done at scale or with cost efficiency and a well-managed Operating Model with the right structure, performance agreements, ways of working, core capabilities and management systems.

If you have additional thoughts or comments on CX, please share them.

And if you need help in any of these areas developing a strategy, assessing and selecting technology solutions, outsourcing assessments and preferred provider selection, please contact me or Mark Lazzara https://www.dhirubhai.net/in/mark-lazzara-1b49257/. To learn more you can visit https://bpopartnersllc.com or https://www.dhirubhai.net/company/bpo-partners-llc/