CX is defined by how clients perceive any interaction with your organization. From visiting your website to actively engaging in a conversation with someone on your team, the moment should feel useful, usable and enjoyable. Aligning your customers’ actual experience with their expectations is critical.
A full-service CX partner will help your business successfully define, plan and optimize customer experience by using real-time data to drive your strategy.
Creating a holistic CX
One of the most common pitfalls businesses encounter when building their CX is taking a channel-specific approach.
CMSWire cautions that businesses must consider the entirety of the customer journey from one touchpoint to the next — both offline and online. It’s important to have a strong user-experience across every digital interaction, such as browsing your website or contacting customer support. However, it’s also necessary to maintain consistency across all channels.
Balancing CX and UX means ensuring that customers feel as though they can rely on a quality interaction with your brand no matter where or how they’re engaging with you — the two concepts are interconnected and must be executed equally.
A partner who is an expert in both fields will provide end-to-end support while designing, implementing and managing a comprehensive customer journey. Your team and your CX solution provider will need to effectively leverage technology and data to further enhance both user and customer experience.
Optimizing technology for better CX
Your CX partner should help your business optimize the software that already exists in your digital stack.
Tech empowers businesses with insights on consumer behavior and market trends that can help to capture drivers of customer satisfaction. However, simply owning the software is not enough.
Your CX partner will help you integrate and leverage the data you generate to create an engaging experience for customers across all touchpoints. Utilizing AI, teams are able to more effectively identify meaningful patterns in consumer behavior. Predictive modeling provides a holistic view of all customer interactions with your company across both digital and physical channels, allowing your team to identify the most impactful interactions in the customer journey.
Using technology solutions that directly support your business objectives will be key to driving CX. However, it can be daunting for organizations to identify the best software to utilize for their unique strategy and needs.
As a full-service CX provider, R2Integrated can help. We architect marketing technology solutions that break down data silos, improve marketing efficiencies and turn “what-ifs'' into reality. By using a data-driven approach, our team conducts platform evaluations and will recommend a tech roadmap to ensure full value realization for your company.
We will work with you throughout the full CX lifestyle, from brand identity and visual design to optimizing your channels through analytics and data science.
Ready to optimize your tech to design, build and activate an industry-best customer experience? Contact our team today.