Elingo research has shown that, while the type of\nindustry will greatly influence customer experience (CX), ultimately it is a\nmatter of choice and first contact resolution.<\/p>\n\n\n\n
This is one of the key takeaways from research The Genesys State of Customer Experience<\/em> <\/em><\/strong>that was conducted and released by Genesys.<\/p>\n\n\n\n The research reveals how consumers prefer to interact with a business, what personal information they are willing to share in exchange for a better experience and what businesses miss when it comes to delivering an exceptional experience across their customers\u2019 journeys.<\/p>\n\n\n\n \u201cSome industries face fierce competitive pressures –\nwhere the customer experience literally can make or break a business,\u201d said Joshua\nSolani, CX Advisor at Elingo.<\/p>\n\n\n\n \u201cIn other industries, such as government agencies,\ncompetition isn\u2019t a factor. For example, renewing your driver\u2019s license isn\u2019t\nalways classified as a \u2018great experience\u2019, but there\u2019s nowhere else to go. When\nconsumers have the option to choose, the customer experience is critical.\u201d<\/p>\n\n\n\n Solving the problem first time was identified as key\ncriteria to CX. According to the research, 29% of customers value first contact\nresolution the highest when it comes to customer service and support\ninteraction.<\/p>\n\n\n\n \u201cIt is also interesting to note that many businesses\nfall short of the mark when it comes to the expectation of immediate service,\u201d\nadded Solani.<\/p>\n\n\n\n \u201cIt is vitally important to initiate a mobile-first\nstrategy, in other words engage with customers on their terms. Your customer\nexperience reputation and brand are at stake when you make your customers wait\nfor assistance, regardless of the channel. This is driving growth in service\nchannels that offer more immediate response, like social and self-service.\u201d<\/p>\n\n\n\n Effective CX management<\/strong><\/p>\n\n\n\n Solani says it was also evident from the research that\ncustomer experience management remains siloed and this presents the business\nwith a real challenge.<\/p>\n\n\n\n He added that effective CX management takes\ncollaboration and coordination across multiple organisations and there are a\nfew tactics that can be used to help the decision maker.<\/p>\n\n\n\n \u201cKnow your customers,\u201d he said.<\/p>\n\n\n\n \u201cThere are segmentation strategies to get you started.\nIt\u2019s equally important to obtain a clear picture of how customers want to\nengage and interact with your business. <\/p>\n\n\n\n \u201cOn-going customer segmentation activities are\ncrucial, as is understanding the lifetime value of each customer and segment.\nAnother important factor is customer experience tracking. <\/p>\n\n\n\n \u201cCustomer longevity, loyalty and customer lifetime\nvalue are most frequently tracked as components of the customer experience\ntracking effort; marketing is more likely to report repurchase timing than\ncustomer care managers, and surprisingly less than 30% of companies overall\ntrack channel preference.\u201d<\/p>\n\n\n\n However, truly getting to know- and understand the\ncustomer means gathering data and utilising this information strategically.<\/p>\n\n\n\n Solani says it is incredibly important to use data to\nguide decisions. <\/p>\n\n\n\n \u201cProviding customers with a seamless journey often\nmeans anticipating their needs and using analytics to make informed decisions\nand guide the next action,\u201d he said.<\/p>\n\n\n\n \u201cThis is what often is called a \u2018journey nudge\u2019.\nNearly nine of ten consumers value their customer service agent knowing their\naccount history and current activities and seven in ten value having the same\ncustomer service agent help them each time.\u201d<\/p>\n\n\n\n One of the most important areas of the overall CX to\nkeep in mind is the manner in which a customer engages with a business or\nservice provider.<\/p>\n\n\n\n The research shows that channel switching is the new\nnorm and timing is everything with channels.<\/p>\n\n\n\n \u201cThere are ramifications when your business does not\nsupport a seamless customer journey,\u201d explained Solani.<\/p>\n\n\n\n \u201cChannel switching is the new normal when it comes to\nhow consumers engage with a business. <\/p>\n\n\n\n \u201cAnd there is a cost for businesses that don\u2019t support\nchannel switching.\u201d<\/p>\n\n\n\n In essence, value-add to the customer means creating\nand ensuring a 360-degree customer experience and this is based on several best\npractices for managing customer journeys.<\/p>\n\n\n\n \u201cThis means \u2013 know your customer, use journey mapping\nand use the right technology,\u201d said Solani.<\/p>\n","protected":false},"excerpt":{"rendered":" Elingo research has shown that, while the type of industry will greatly influence customer experience (CX), ultimately it is a matter of choice and first contact resolution. This is one of the key takeaways from research The Genesys State of Customer Experience that was conducted and released by Genesys. The research reveals how consumers prefer […]<\/p>\n","protected":false},"author":25,"featured_media":31842,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[4950,338,6,10675,13,262],"tags":[939,8296,1825,12535,12536],"class_list":["post-31841","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-analysis","category-case-study-newsletter","category-insights","category-thought-leadership","category-top-stories","category-used","tag-customer-experience","tag-cx","tag-elingo","tag-genseys","tag-joshua-solani"],"acf":[],"publishpress_future_workflow_manual_trigger":{"enabledWorkflows":[]},"_links":{"self":[{"href":"https:\/\/www.intelligentcio.com\/africa\/wp-json\/wp\/v2\/posts\/31841","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.intelligentcio.com\/africa\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.intelligentcio.com\/africa\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/africa\/wp-json\/wp\/v2\/users\/25"}],"replies":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/africa\/wp-json\/wp\/v2\/comments?post=31841"}],"version-history":[{"count":11,"href":"https:\/\/www.intelligentcio.com\/africa\/wp-json\/wp\/v2\/posts\/31841\/revisions"}],"predecessor-version":[{"id":31856,"href":"https:\/\/www.intelligentcio.com\/africa\/wp-json\/wp\/v2\/posts\/31841\/revisions\/31856"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.intelligentcio.com\/africa\/wp-json\/wp\/v2\/media\/31842"}],"wp:attachment":[{"href":"https:\/\/www.intelligentcio.com\/africa\/wp-json\/wp\/v2\/media?parent=31841"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/africa\/wp-json\/wp\/v2\/categories?post=31841"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.intelligentcio.com\/africa\/wp-json\/wp\/v2\/tags?post=31841"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}