Faster, better, stronger. By deploying technology smartly, you as an organization can make a difference when it comes to your customers’ experience. Champions excel with an agile and customer-centric approach, and in this blog we tell you how to do that.

Fifty percent more high-performing customer service organizations

The more customer-centric you are, the higher the customer satisfaction and the more your organization will grow. You’re not the only one focusing on this, however. Research by the Enterprise Strategy Group shows that there will be 50 percent more high-performing customer service organizations in 2021 than in 2020. So what can you do to boost your competitiveness anyway?

Four stages of maturity

ESG, in their report “The State of CX Maturity among Midsize and Enterprise Companies of Europe,” identifies four stages of maturity, when it comes to customer experience:

1. Champions: Leaders with a first-class, well-oiled CX operation

2. Incumbents: Competitors who are well on their way to a first-class CX

3. Emerging companies: Companies that are gaining ground but still have room to grow

4. Startups: Companies at risk of falling behind if they don’t improve their CX

What makes the distinction?

So what is it that really sets champions apart from others in terms of customer focus? It all starts with a well-trained and well-staffed support team. In addition, champions make sure their team has access to technology that makes the job easier. Switching effortlessly between channels while keeping the customer experience the same is one example. Making sure you have optimal visibility into your customer, making them feel heard in all areas, also contributes to an optimal customer experience. Optimizing the customer experience with artificial intelligence is a third aspect with which the champions stand out. A whopping 89 percent of the organizations surveyed believe you have to innovate to compete, but the champions place a higher priority on CX efforts than their industry peers.

Three levels of a customer-centric strategy

If you want to compete with the most mature CX organizations, these are the areas you should focus on:

1 Continuously develop the CX to continually meet your customers’ needs

The survey mentioned above shows that three-quarters of those surveyed expect channels such as chat and social media to become increasingly important. Start working on that now, or Put your plans in motion now, so you can meet your customers where they are – whether that’s with WhatsApp or another popular channel.

2 Give your employees the tools they need to succeed

Your customer service representatives are often the first point of contact for your customers. Give them all the tools they need to access customer data, whether from home or the office.

3 Make sure you can respond to unexpected situations

If we have learned anything from the pandemic, it is that the ability to respond quickly and flexibly is priceless. To respond quickly and decisively, you need the right technology. Like Vattenfall, make sure your solution is complete, flexible and innovative.

Curious?

That ideal customer journey, the optimal customer experience, is the primary factor by which you can differentiate yourself from the competition. It determines the future sustainability and success of an organization, both in the short and long term. Do you also want to stand out in the market? Then contact us without obligation. We will gladly work with you to find the ultimate solution for your customer contact center. Want to get acquainted first? Stay informed by signing up for our newsletter.