In this day and age, CX is no longer just a part of a company’s marketing and communications strategy rather it is the force behind business survival and success. A business needs to deliver a solid customer experience for it to become successful.
Are you able to provide personalized experiences for your customer at every touchpoint? Customer experience entails connecting every point in a customer journey with personalized suggestions, optimized opportunities through simplified processes.
If you are a business working on improving your CX, you want to focus on knowing everything about your customer – who they are, at what stage of the customer journey they are in, and what they would want next in their journey. How do you stand to gain this information? Using the right data available for use, you can get visibility into customer moments and provide meaningful and personalized suggestions to your customers at every touchpoint.
A smart data strategy culled out of the first-hand data collected by your business representatives about your customers can be put to use to understand them better, and to identify the various touchpoints and stages of their journey, their needs, possible opportunities and potential challenges faced therein. Data from various touchpoints will help to see what is really missing for your customers and at which point in their journey there is a hiccup.
A robust data platform will offer real-time insights into customer journeys – at what point they’ve hesitated to share information or not moved forward in the purchase cycle. This level of information can help business leaders to explore which customers are behaving in what way and how that experience can be transformed throughout the customer lifecycle. This way a better customer relationship management can be put in place.
To make a leap in knowledge of customer evolution and to keep pace with their changing needs and the speed at which they expect service, being agile is the only way to adapt and evolve. Artificial intelligence (AI) and Machine Learning (ML) can help to sift through reams of data and provide businesses with the intelligence they need to reach the customer where they are at present and where they are possibly headed in the near future. A good customer experience would mean a customer doesn’t need to repeat an issue they’ve faced earlier – that data along with complete history of the customer is already available at the next touchpoint.
The key to customer loyalty is customer service. Customer loyalty drives business growth and therefore customer service becomes a critical factor in retaining customers in a fast-paced digital-first marketplace. In fast-moving business environments, CX should be a proactive approach and not a reactive one. Smart CX would mean using first-hand market data as well as operational data from business systems to deliver an exceptional end-to-end experience that drives customer loyalty, retention and growth.
With SAP’s Intelligent CX comprising enterprise grade CX solutions, you can turn market opportunities in your favor by unifying customer data across your organization and using AI to understand your customers and their preferences, and thereby win their trust and loyalty. This way you can gain holistic knowledge of your customers and serve them with a better experience. Last but not the least, with an intelligent CX, you can scale your business and operate with clear visibility into the value chain including inventory, supply and customer engagements, and serve your customers with what they need at any point.