Customer Experience Management Through Digital Implementation
In today’s world it is vital to implement technology in a business’s customer experience management toolkit. A total of 88% of IT managers surveyed say technology implementation increases employee productivity. Another 77% say it increases customer satisfaction. Businesses not using technology as part of the customer experience, or those working to begin the transformation, may be met with disappointment. A study by Genpact states that as many as two-thirds of digital transformation projects fail to meet expectations.
To implement a successful digital transformation, businesses must find solutions that address the major issues affecting workers and IT teams before they trickle down and impact the customer experience. Industry leaders should prioritize the following four considerations when planning a transition to digital service platforms.
- Identify Bottlenecks
Workflow and application performance bottlenecks can slow down even the most efficient companies, leading to frustrated users and a negative user experience. The potential for bottlenecks increases exponentially as businesses grow, but predictive analytics can help organizations stay in front of problems before they happen.
- Reduce Outages
Businesses setting aggressive production and productivity goals need their systems to run at maximum efficiency at all times. Not only do they need to meet their internal goals, but their customers demand to receive their services on time, when they want them. Outages and down times greatly affect these companies and can put them significantly behind schedule. This is where fast and efficient troubleshooting, application management, and performance monitoring is essential.
- Monitor in Real-Time
Customers do not like waiting for their questions to be answered and their problems to be resolved. Thanks to the Internet and social media, the second is the new minute and customers demand immediate problem solving and response times. This is where real-time monitoring and support helps businesses provide excellent customer service.
- Personalize User Experiences
Digital transformation initiatives affect more than just IT departments, so digital platforms must reliably meet performance standards for customers, partners, and employees. If all the departments within a business can’t reasonably learn and use the new solution, it is not benefiting the company as a whole. Everyone from the most tech-savvy IT specialist to the intern needs to understand how the new technology makes their job easier and more efficient. Even more importantly, if businesses’ customers can’t intuitively figure out how to use the solution, it’s more of a hindrance than a solution. Digital Enterprise Management solutions must improve worker productivity without sacrificing a quality customer experience.