FEATURE
Last but not least , programmes targeting specific soft skills improvement , such as leadership programmes , empower businesses to set standards and expectations for employees , managers and leaders across a business .
This transparency contributes to a strong and well-understood culture for the business , in addition to forming the basis for other talentrelated processes , such as hiring and onboarding . But whatever the seniority , from advisors to leaders , the ongoing coaching of people to be their best selves while performing on the job is key .
And how can technology help soft skills in CX ?
Technology can be an enabler in both pinpointing employee soft skill performance and gaps and streamlining customer experience .
In addition to the typical key performance indicators that are used in the CX world , predictive tools can also pinpoint areas for improvement . They can highlight specific issues with advisor performance and give immediate feedback to the individual , either linking the individual to online training resources or knowledge bases or flagging the issue to the appropriate line managers , so that they in turn can take the appropriate steps to address it .
To conclude , in a world where customers have the power to make or break a brand , it makes sense to invest in great CX . And great CX is human , whether that ’ s delivered on the phone , via webchat , social media , email , or conducted face to face .
No technology can emulate the feeling we get when we ’ re interacting with a human being .
And as technology propels us ever forwards , and facilitates increasingly immersive environments such as the metaverse , we must never forget the value of humans . x
32 www . intelligentcxo . com