FINAL WORD
When asked what kinds of personalisation were most valuable , customers chose ‘ receiving the services I need at any time and through my preferred channel of choice ’ and ‘ being connected immediately with the right person to help me ’. More than half of respondents said they would be prepared to pay a premium for a consistently tailored service .
According to the report , personalisation is not a ‘ nice to have ’ feature . To secure client loyalty and promote corporate success , every component of the customer journey must demonstrate empathy . This means the journey must be designed to produce outcomes and experiences that are unique to individual consumers .
These features will also considerably improve self-service channels ' ability to provide convenient , asynchronous customer interactions . While email and voice are the most popular channels today , customers prefer quick , firstcontact resolution . Younger generations also prefer unassisted interactions or those that take place in their own channels such as WhatsApp or Instagram .
Companies that don ' t actively pursue these multifaceted tactics may lose their competitive edge in the market , both through customer attrition and from labour shortages and other workforce-related issues . Because talent is scarce , organisations must think more strategically about their employee experience strategies .
WHEN ASKED WHAT KINDS OF PERSONALISATION WERE MOST VALUABLE , CUSTOMERS CHOSE ‘ RECEIVING THE SERVICES I NEED AT ANY TIME AND THROUGH MY PREFERRED CHANNEL OF CHOICE .’
Accelerating growth and flexibility with technology
Several business imperatives to improve customer experience revolve around the cloud , data , Artificial Intelligence ( AI ) and automation . According to 57 % of respondents , the primary benefit of the cloud is improved data access across channels . This data-rich environment will expedite two of their key strategic priorities : ‘ Getting real-time insights , analytics and reporting ’ and ‘ Using data and AI for customer understanding and personalisation ’.
Automation and Artificial Intelligence ( AI ) technology deflect and resolve common encounters while empowering employees to participate in high-value , complex and personalised customer engagements .
Winning loyalty through personalisation
Organisations that master personalised experiences will discover new revenue streams . More than 80 % of customers say they would buy more or spend more money with a company that consistently personalises the customer care experience . Furthermore , 56 % of consumers would pay a higher price .
Customers are inundated with options . Every day , businesses must win their consumers ' loyalty by demonstrating their worth through tailored and frictionless involvement that transforms transactions into meaningful partnerships .
Changes in consumer behaviour and needs require firms to become more customer centric . They also pose rapidly increasing threats to those who lack the agility to keep up .
The State of Customer Experience examines how CX is evolving into a new paradigm of individualised , empathetic encounters as well as effective techniques for building seamless journeys that customers will enjoy . x
72 www . intelligentcxo . com