Customer Experience

The more large enterprises adopt digital practices, the more they will interact with customers or potential customers and at a progressively faster rate.
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Customer Experience

 

The customer driven businesses must focus on delivering a great customer experience (CX). The more large enterprises adopt digital practices, the more they will interact with customers or potential customers and at a progressively faster rate. Their audiences will be much larger and their interactions far swifter the more they digitalise, leading to historically unmatched volumes of people affected by their interactions. It stands to reason then, that if those interactions are poor, the enterprise will alienate people faster than ever before.

To avoid that, large enterprises must know that the customer experience no longer hinges on the quality of interactions between its employees and its customers or potential customers. Interactions in the digital world occur between customers and the enterprise’s customer facing systems, which will be linked to digital processes.  This is an important departure from the past and a core capability of the digital enterprise.

The customer experience solutions from IndigoCube enables our customers to build and run software that delivers great customer experiences. Typically these include enabling our customer to envision and design a great customer experience and at the end monitor if the customer is having a great experience (or not).

How To Level Up Your Digital Customer Experience?

We all know that in the digital world the customer, and their experience, is paramount. But the major issue in the digital era is that the customer experience happens at the speed of automation. When that’s a good experience then all’s well. But when it’s not it’s a major snag. You’ll alienate customers who interact with your business via digital systems at a much higher rate than old-fashioned customer representatives ever could. And trying to recover from such a situation can risk your entire business.

It’s absolutely crucial to realise that customer experiences no longer pivot on interactions with customer representatives. It’s obvious when you think about it. Customers already interact with digital systems all the time, such as when they buy from a website, track an order online, browse a catalogue, bank, book a gym class, or view their medical benefits via an app. And those businesses are dealing with thousands of customers simultaneously.

It’s a complicated topic. There is no simple answer to how you make it happen in your organisation. Read more

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