As predicted by Gartner, a customer’s experience with a business has left both price and product behind in the race towards customer loyalty and retention. Customer Experience (CX) has become a profitable avenue for businesses across industries, as it helps improve:
It is common knowledge that good experience and sustainable support is delivered by a well-informed team, assisted by integrated tools and systems that enable them to make the right customer-centric decisions. Over and above that, the best service delivery ratings come when customers are empowered to resolve queries themselves.
The pace of change in the Customer Experience industry is phenomenal. With new and disruptive tech like Artificial Intelligence, Big Data, and Analytics is used to create more efficient frameworks, organizations are doing all they can to find the sweet spot for maximizing CX and profitability, amidst this transformation. As per the same Gartner survey cited above, even though ‘people’ are rated the top priority for improving CX, the top investments and growth are in technology.
The organizations today are in two major blocks – New-Age-Born-Digital Organizations and Legacy brands that are transforming themselves continuously. We interviewed some CX leaders and stakeholders from across the two segments. Their responses were quite similar:
Be it delivery floors of contact centers, and even retail stores, the major concerns that businesses today face are:
In today’s competitive ecosystem, and an ideal partner would be one who can:
Here’s where a digital-driven Contact Centre comes into the picture; enabling the transformation from a “cost center” to a “revenue enhancer”. Sound solutions are built with an ear to the ground and experience in integrating technology for building unique solutions for specific business needs.
At Maxicus, we strive to maximize the efficiency of our partners to the best of our abilities. We’re passionate about exceptional customer experiences that allow businesses to get a firmer foothold in the market and stay ahead of the competition. To gain more insight into our side of business and operations, drop us a note here.Categories: