Craig Pumfrey of Sabio shares his top ten take-aways from his company’s recent customer experience conference: “DISRUPT CX 2019”.
At Sabio’s recent DISRUPT CX 2019 conference in London, speakers from major brands and industry thought leaders shared best practices on the need to keep re-inventing customer journeys to deliver brilliant experiences.
Here are ten of those best practices that may help to inspire you when next redesigning your customer experience.
1. “Today human progress is measured on the quality of our experiences. How much fun we’re having; how in control do we feel; how easy was it to accomplish a task. We call this the experience economy, where constant improvements make life run smoother and where disruption occurs when an organisation rethinks how an experience can be delivered by identifying and completely removing friction from a process.”– Stu Dorman, Chief Innovation Officer at Sabio
2. “Removing friction from the customer journey requires real understanding and insight. Unfortunately, almost all of the data we collect is focused on what the customer is doing, but very rarely on why.” – Alex Barker, Strategy & Experience Director at Sabio
3. “People are made to have conversations, but unfortunately most CX dialogues are still built around the traditional paper form. Conversational AI gives us the opportunity to throw away the form and give control back to the customer.” – Steve Woodford, CTO at BGL Group
4. “There’s still a disconnect between customer expectations and the speed that organisations are able to deliver the changes they need to match customer demands. Too many brands are still delivering ‘meh zone’ experiences.” – Joana van den Brink, Principal Analyst at Forrester Research
5. “When it comes to delivering a joined-up customer experience, without KPIs you’re flying blind. With total non-successful digital self-service currently running at around 27%, the optimisation opportunities here are immense.” – Matt Dyer, Head of Sabio Digital
6. “Sabio does a great job of bringing cloud value to the customer, linking up all the different CX dots to ensure that organisations achieve their strategic business outcomes.” – Fadi Moubarak, VP – Channels at Avaya
7. “Once you’ve determined your long-term customer engagement strategy it becomes a lot easier to determine exactly what type of cloud CX platform will deliver the best outcomes for your business.” – James Hughes, Head of Solutions at Sabio
8. “Conversations are still powerful, particularly when it involves resolving complex queries; therefore people can be the differentiator. The key opportunity is to make the business more accessible to customers in the moments that matter the most, whilst increasing efficiency, removing avoidable contacts and driving value for both the customer and the business.” – James Leech, Head of Contact Centre Transformation
9. “When it comes to delivering on CX you guys have to get everything right – price, product, convenience, context and trust – and your organisation also has to demonstrate the right ethics as well as being a cool brand.” – Marije Gould, VP of Marketing EMEA, Verint Systems
10. “Organisations are getting much better at collecting customer feedback, but less good at turning it into insight and acting on it. For companies to move to VOC maturity they need to have a robust closed-loop process and be able to quantify the value of improvements.” – Simon Thorpe, Head of Insight at Sabio