How Leaders Can Achieve Stellar CX Transformations

A true customer-centric transformation scale-up demands a restructuring of the business model to receive the full impact. From customer insights to IT improvements to rethinking customer sentiments the particular business deals with, a CX (Customer Experience) leader has to check out all the points without a miss. The customer-centric measures will not only level-up the brand’s touch-base for customers but brands can also expect about 20-50 % economic gains in the cost-based addresses in the journey of the organization.

There is no one best way to successfully achieve success in tailoring the customer experience journey, hence omnichannel presence is another key attribute for CX transformations. Rather than restricting the engagement schemes, one can increase customer interaction through multimedia and modern entertainment channel traction towards the brand. 

Expanding digitally is another way to phantom a greater gain over customer satisfaction. It expands the possibilities for an omnichannel experience through interactive websites, mobile apps, or by increasing the brand influence through social media platforms. According to Gartner’s analysis, today businesses have to maintain at least 8 different ways of brand interaction for increased engagement.

The digital era has completely transformed the way customers receive product announcements and brand promotions across all platforms. The CX today requires adept market research besides strategy hunting. It provides sharpness to strategies, allows more focussed promotions and exclusive brand differentiation. Having a working customer experience strategy returns ample customer recommendations and brand suggestions and organic promotions to improve the ‘feel’ for the product promoted by the brand. 

Here are few recommended ways to enable customer-centric transformations- 

Syncing the customer-centric thought- In a core organization, it’s often difficult to manifest customer-centric thoughts at each stratum of operation. The thought transformation does not confine to the CX team or to be centered within the product marketing department -  the notion should influence the thoughts of both the topline and the end operations to skim the true essence of customer-centric transformation. 

Having a technology stack- A one-way controller to omnichannel presence is having an integrated digital platform. It allows a flexible facility in building microservices around the main offerings. It includes contact centers with call recognition, chatbot facility at official websites, video conferencing with the customers, and complete email management. A tech stack will aggregate all the functions under one leader board to enable a seamless interaction between the brand and customers. The impact of technology-stack is measured to reduce up to 80 % of the back office work when an insurer company tripled their digital presence.  

Setting up an Agile operating system- Having a system that easily befits the changing circumstance is always an added advantage. Having a proactive innovation team is not enough to apply the efforts in real-time - rather it requires effective leadership to scout the entire organization to shift and adapt to the whole new system. Be it the CMA or CXO of the organization, the expertise lies in unifying the organization and breaking down silos. In a report prepared by Mckinsey, a finance organization raised the CX bar up to 50 %  after having an agile organizational system. Furthermore, 90 % of the turn-around time was met without delay, cleared 40 percent of the request backlogs, and trimmed a chunk of 600 work hours each month. 

Usage of Analytics and Machine Learning (ML) for performance management-  What about the aftermath and how to know the strategies - have they really worked? In parallel to the adoption of the new digital CX, strategies have accelerated the development of digital analytics. The recent advancement of ML-enabled the marketer to have an accurate prediction on the execution cost, redemption amount, web traffic statistics, buying pattern predictions by analyzing people demographics, and a lot more. This bails the poor service experience and can dramatically improve the customer experience rates almost by 8 times by having an automated system to back present customer services. 

It is time for CX leaders to put themselves at the forefront of the digital shifts in customer

behaviors and if you are a CX leader it’s time for you to evolve your preferences. Boost your prospects as a CX leader with  Advanced Management Certification Program in Transformational Customer Experience Management from IIM Kozhikode & Wiley NXT.  A strategically curated program that builds skills to design and implement a winning and measurable customer-centric experience across the entire customer journey. 

For over 200 years, Wiley has been helping people and organizations develop the skills and knowledge they need to succeed. They are dedicated to developing efficient learning products, digital transformation education, learning, assessment, and certification solutions to help universities, businesses, and individuals move between education and employment and achieve their ambitions. In 2020, WileyNXT has been recognized by Fast Company for its outstanding innovations in education. 

Miles Education is always committed to your career success and brings to you new-age certifications in Finance and Emerging Technologies. We are the official channel partners for IITs/IIMs and WileyNXT to present PG certifications in AI, ML, Deep Learning, and Analytics. 

To know more, please visit Miles Education