The CX Hot Six
A guide to customer experience technology that delivers on business KPIs
How technology can help retain customers
Of all the challenges of recent years – cybersecurity, sustainability, the network, etc – one isn’t going away: the challenge of retaining the switch-happy customer.
And so, in a bid to deliver an experience that gives customers no reason to abandon their current providers, businesses are scrambling to adopt capabilities that will delight users, ensure loyalty, and reduce churn for instance:
Simplification
De-mystifying their offerings and comms; making it easier for customers to understand what they are buying
Personalization
Information and offers tailored to the individual and the situation they’re in
Self-Service
Enabling customers to find answers quickly, without needing to get in touch
Omni-Channel Support
Giving customers channel choice, including phone, email, chat, social media, and text message
Proactive Support
Improving customer satisfaction and reducing churn by solving issues before they even arise
This roundup is for all those of you who are now thinking “That sounds great, but how do I do it?”. We’ve written it to give you an overview of tech solutions – some established, some emerging – that can help companies with the challenges listed above; alongside a realistic view of what you can expect from each.
Let’s dive in.
We hope this has been helpful and given you some new ideas for CX tech to explore, or do more with! As always, technology alone may not solve all CX problems, but these six capabilities – whether established or emerging – can be powerful tools that have all been proven to impact business KPIs and deliver tangible business outcomes.
A caveat: not all of them will be right for every organisation: if you need help assessing what’s right for you, we’re always happy to advise.
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