Digital transformation is a priority for a growing number of organizations across the board. Integrated Customer Experience (CX) as one of the levers of digital transformation is a fusion of multi-channel, such as retail outlets, customer service desks, Self-service kiosks, online chat, chatbots, personalized physical robots, or virtual assistants, and the list of modes of customer engagement seems infinite.
When it comes to CX transformation, there can be no single lever that can address thorough customer engagement across age groups, and before using specific transformation levers, mapping the customer journey thus becomes of paramount importance.
Customer experience is a great starting point for digital transformation because it puts the customer at the forefront of everything you do. A world-class customer experience is critical to the sustained growth of any business and requires a transformation of business processes and technology.
Some partners will misunderstand or perhaps oppose the CX transformation. To lead one successfully, you must first gain a thorough grasp of four important areas so that you can gain support by presenting the transition in a clear and compelling manner.
These four major themes are:
- the real business reasons for CX transformation.
- the meaning of important words like CX quality and the CX ecosystem.
- the six abilities that the organization must develop, and
- how disciplined execution affects the reliability of your CX.
To create the framework for CX innovation, a company must look in the mirror and assess how mature it is in each of the CX management capabilities, as well as how much discipline it applies to each.
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