Digital age CIOs are opting for advanced customer experience management strategies to accelerate their business growth and digital presence in the global market.

FREMONT, CA: CIOs believe that dividing the focus between evolving technology and customer behavioural study can lead to a complete digital transformation of their existing business. Today, managing the Customer Experience (CX) tops the list of business priorities, while encouraging the professionals to interact more with the customers and deliver the best of their services. With an all-time high competition level in the global market, European business professionals are embracing technologies like AI and IoT to improvise their digital presence. The new-age customers demand full connectivity and instant assistance with the product or service providers. By driving brilliant CX vision throughout their organisation, CIOs can introduce new business era while prioritising customers and adopting smart strategies.

• Customer Experience for Business Value

Presently, customer experience influences the most on every business's growth. A powerful CX strategy plays an important role to achieve key business outcomes. Understanding customer behaviours and expectations start with collecting in-depth data, such as the customers’ interaction with the offered service or product, tracking the on-going trends at that point in time, and customers’ approach towards different offerings. A clear customer-focused vision includes sets of guiding principles, which helps the CIOs to communicate efficiently within their organisations. Transparent communication across the organisations increases the efficiency of businesses and their results.

• Embracing Digital Transformation

A complete digital transformation is more than implementing a service portal or developing mobile applications for customer convenience. The transformation covers every segment of business from work culture to reaching different customers, from improvising the strategies to collecting customer feedback, and more. The digitalization combines the power of strategic implementations, business goals, and buy-in at every level of an organisation. New technologies help organisations to deliver personalised service or product and maintain their KPIs. The digital-first business strategy proves to handle ever-changing technology impacts, minimises customer effort, and ensures resolutions through different digital channels. Implementing automation and intelligent bots in the organizational work system can help service providers to analyse customer data and make data-driven decisions.

• Setting Up Intelligent CX Strategy

Intelligent automation helps the organisations to boost their CX strategies by expanding customer engagement channels, enabling self-service system, and balancing the communications and collaborations. Technology creates omni-channel environments for organisations to track the internal and external work activities, which reduces workload of handling the front-line service support for customer’s routine queries. A strong communication network across an organisation allows easy collaboration among different departments to provide informative outcome and build customer trust. Innovative technology automatically transforms the work culture and ultimately creates a customer-focused management system.

Powered by emerging technology, European organisations focus on developing better customer experience management. The increasing importance of customer experience for services or products boosts the penetration of internet connectivity and adoption of trending devices. A customer experience management integrates the prime factors of convenience, reliability, and efficiency. An advanced customer experience management solution provides tech-centric features and helps in developing personalised offerings regardless of language, demography, and region.