RP Sanjiv Goenka Group

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.

Let’s get started

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Eddie Monteiro

Eddie is currently Chief Operating Officer at Educational Testing Service (ETS), where he sets and drives the transformation agenda across the company and has responsibility for all technology and operations functions in addition to the College Board, K-12, and teacher licensure businesses. He previously ran business and technology services at Pearson, where he built a global team to enable scalable delivery of enterprise functions. Prior to that, while at IBM, he held several executive leadership roles in the US, Mexico and Brazil across a diverse set of industries and clients.
Geetha Krishnan

Geetha Krishnan

Geetha Krishnan consults with the Indian Institute for Human Settlements in Bangalore as Senior Advisor and Head of Digital Blended Learning, where he spearheads their online learning and continuing education portfolio. Over 25 years, Geetha has played senior roles in diverse sectors such as academia, online learning, and advertising. In his last role as Director – Centre for Executive Education at the Indian School of Business (ISB), Geetha was head of the profit center comprising more than 50 open enrollment and long duration programs and spearheaded ISB’s foray into online learning by enabling their partnership with Coursera.
Susan Aldridge

Susan Aldridge

Dr. Aldridge is an Executive Higher Education Consultant to university presidents and ministers of education regarding business models and technology-enhanced education. She recently retired from Drexel University after serving six years as president of Drexel University Online overseeing more than 125 online programs. During her six-year tenure as President of University of Maryland Global Campus (UMGC), she doubled the university’s enrollment to 97,000 – to become the largest public American university. She also served as Vice Chancellor for Troy University’s Global Campus managing online programs and satellite campuses in 12 countries and 17 states.

Alan Greenberg

Alan Greenberg

Previously Director Apple Education EMEA and APAC, Alan led the team that built Education Podcasting and iTunes U. He has worked on the development of Apple Education mobile strategy, iOS Education APPs, and developed the SEED CSR project in China, a collaboration between Apple, Foxconn, and Pearson. Executive Board of WideCells Group Plc, Group CBDO, and EVP & Founder of Wideacademy; his working contributions include multiple technology engagements providing domain expertise across digital, mobile, brand, scale-up, international business development, and venture capital.

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