The Top 6 Goals of Innovative Customer Experience Leaders 299 Filed under - Archived Content, Cyara Amy Hudson outlines the six key strategic goals that customer experience leaders should strive for in 2018. 1. Run a Successful Transformation Audit Many contact centres are undergoing the transformation to a more agile way of communicating. This is not a quick shift or something an entire organisation can just snap into without a comprehensive approach. In fact, the key themes required for a successful transformation, include: Top-down culture shift and investment Process best practices and streamlining Technology that supports process changes and unlocks automation 2. Faster and More Frequent Customer Experience Innovation To stay competitive in today’s customer-forward landscape, leading organisations need to evolve quickly, respond to feedback immediately, and drive innovation for their customers. To focus on agility and efficiencies in CX delivery, focus on: The ability to deploy changes, features and fixes quickly The ability to break/fail fast, to learn and implement or move on The ability to maintain or even improve quality while moving quickly 3. Productivity Improvements and Cost Savings Resources are constrained in every organisation. So it can be useful to focus on efficiencies, which can be done through using technology to: Increase delivery throughput Reduce delivery lead time Reduce rework Free resources for more value-add work 4. Improved CX and Net Promoter Score (NPS) Creating a positive CX for your customers across channels is not always easy, but it is often the key priority in customer-facing organisations. By helping contact centres increase the quality of their pre-production testing and operational monitoring, they have been able to: Reduce end customer pain Reduce the risk of customer exposure to issues Improve CX and NPS by improving this operational customer experience 5. Compliance In certain industries, particularly government, health and finance, there are federally mandated requirements for customer data, information or even experience. So it is useful to: Proactively know whether those requirements are being met React quickly to regulatory change or missed requirements Avoid penalties or risks associated with non-compliance or slow reaction time 6. Reputation and Brand Assurance Customers interact with organisations across many different channels. With this happening more and more, contact centre leaders could focus on: Delivering high-quality CX as designed across all interactive channels (voice, web, mobile, inbound/outbound, etc.) Ensuring brand consistency and quality Author: Robyn Coppell Published On: 14th Dec 2017 - Last modified: 27th Mar 2020 Read more about - Archived Content, Cyara Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter Editor's Pick How to Develop Empathy as a Skill in Your Frontline Teams Tackle the 3 A’s – Absence, Agent Burnout, and Attrition 10 Ways to Be More Customer Centric 21 Tips to Make Your Customers Feel Truly Valued Latest Resources 2024 Contact Centre Buyer’s Guide eBook: 5 Ways Conversational AI Can Support Contact Centre Automation Upcoming Events Contact Centre and Customer Services Summit Mon 29 Apr 2024 Contact Center Show Middle East 2024 Tue 30 Apr 2024 Latest Insights Ofcom Latest: What Contact Centre Leaders Need to Know Delivering Exceptional Experiences in the Real World Featured Articles The Key Elements of a CX Lifecycle and Ways to Improve It 21 Ways to Say “I’m Sorry” and Apologize to a Customer for Bad Service What is Attrition Rate and How to Calculate It The Top 10 Call-Closing Statement Examples Popular Pages The Ultimate List of Positive Words, Phrases, and Sentences to Brighten Your Customer’s Day The Top 50 Words to Describe Yourself on Your CV in 2024 Contact Centre Dashboard Excel Template Alpha, Bravo, Charlie… What is the Phonetic Alphabet and How Does it Improve Call Centre Service? Popular in Category The Threat of Voice Ageing in Voice Biometrics Security How to Activate the Agent of the AI-Fueled Future – Webinar