CIO OPINION
CIOs will also need to hone-in on generating intelligence from the data that is held in systems across the enterprise to uncover new ways to delight customers and understand their evolving expectations .
to change to reduce customer frustrations and which needs matter the most to customers .
Armed with these insights , organizations are able to initiate preventative customer engagement strategies that boost customer satisfaction and loyalty – whether that ’ s addressing the issues that frequently prevent customers from logging into their accounts or making it easy for customers to reschedule deliveries at the last minute .
Optimizing returns from every CX investment organization ’ s ability to personalise delivery at the speed of the customer .
Enabling agile CX
The recent experience of combatting challenges on every front has ignited a real desire among business leaders to move away from the reactive approaches of the past and keep a finger on the pulse of evolving customer preferences .
To deliver maximum bang for every buck spent on CX technologies that are deployed across the organization , CIOs will need to have a macro view of the capabilities that are needed at every step of the customer journey – marketing , sales and service – ensuring that the right content and interfaces are available at every touchpoint and that these are integrated to deliver a truly cohesive CX . That includes having a clear roadmap of how to manage data so the enterprise can fulfill its need for powering future innovation .
With customer loyalty and lifetime value now dependent on never missing the signals that indicate something has gone amiss for individual customers , the deployment of technologies like natural language processing ( NLP ) will be key to proactively identifying which problems customers most frequently find troublesome .
By using these technologies to aggregate data from customer calls , organizations are able to both improve the customer experience and boost operational efficiency at the same time . Preparing for what is around the corner is no easy task , but businesses that are able to utilize root-cause investigations and data trends analysis will be able to pinpoint what has
At the end of the day , initiating the right digital CX experiences and becoming a truly customer-centric organization depends on breaking down technology silos , automating the orchestration of workflows so staff can respond to customer requests quickly and accurately , leveraging data to deliver personalized experiences and streamlined customer journeys , and making it easy for customers to transition seamlessly between channels .
Finally , CIOs will also need to hone-in on generating intelligence from the data that is held in systems across the enterprise to uncover new ways to delight customers and understand their evolving expectations . p
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