Too many customer experience initiatives don’t even get their business case approved. Why is that? Usually because the business case is just weak. It lacks a clear focus on measurable deliverables that will have a positive financial impact on the business. To make the board invest in your CX business case you must show how the initiative will do one, two, or all of the following.
February 2020: remember the date because this was when the world finally agreed that the only way to survive was by adopting technology whole-heartedly. Collaboration for designing and delivering the vaccine needed to quell COVID19, or for family time, or to ensure your business was sustainable. Welcome to the 4th Humanity Revolution with technology as the engine and attitude and behavior changes as drivers of the innovation culture.
Like most business leaders, you want your company to provide a great customer service experience. You hope to respond quickly, have positive interactions with your customers, and give them the solutions they need. However, with customers being higher expectations than ever, and customer support teams being understaffed, this is easier said than done. If you’re wondering how to improve customer service in this salutation, then look no further.
We know that companies have been trying to persuade customers to use self-service for at least the past ten years, with mixed success. Now due to the pandemic it is being adopted at unprecedented rates according to the Boston Consultancy Group. So how do we encourage customers to carry on using self-service portals when life returns to ‘normal’?
If you have worked on building user interfaces for a large project, you would probably have learned the importance of component libraries. They contain a set of ready-to-use components that help you build UI fast and also maintain consistency across the entire project. Building a consistent and seamless user experience is hard. This is where component libraries can help.
In a world that is so technologically-driven, having the right customer support tools is essential to delivering great customer service, keeping employee health in check, and gaining an edge over your competitors. With the range of support tools available today — one for shared inbox, one for bug tracking, another one to allow for inter-team collaboration, and yet another one for project management — how do you identify the tools that you really need?
“A design system acts as the connective tissue that holds together your entire platform.” —Drew Bridewell, Design Specialist Digital solutions are increasingly becoming more intricate with the rise in customer expectations, and product and design teams are transforming their approach to design—experimenting with style guides and pattern libraries—in order to create inclusive design systems that all users can appreciate.
To win over today’s customers, delivering good customer service alone is not enough. You also need to create a great customer service experience. Customer service experience is defined as the overall experience a customer has interacting with your company throughout their journey. Brands like Zappos and Amazon are loved by their customers for the memorable customer service experiences they deliver.
Now that we’ve settled into 2021 there is a much wider recognition that technology made a significant difference this past year and will do so in the coming years for business as well as individuals. Everyone has predictions for what technologies CIOs should prepare for and admittedly most of them are accurate. However, there is more to preparing for the future than just technology.
Customer service automation technology is commonplace in every sector, from artificial intelligence (AI) engines used to front-end a customer interaction and problem diagnosis, to ‘chatbots’ and robotic process automation (RPA) of transactions. The efficiency benefits are clear enough, but there are differences between the public and the private sectors that makes the adoption of these new technologies a little different. The key differences lie in complexity and risk.
