FEATURE : CUSTOMER EXPERIENCE
Armed with these insights , organisations 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 .
Optimising returns from every CX investment
To deliver maximum bang for every buck spent on CX technologies that are deployed across the organisation , 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 fulfil its need for powering future innovation .
At the end of the day , initiating the right digital CX experiences and becoming a truly customer-centric organisation 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 personalised 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
www . intelligentcio . com INTELLIGENTCIO EUROPE 45