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Digital Transformation Service

Let A 360º View of Your Customer Be Your Definition of CX

Digital Transformation & Customer Experience Services
DIGITAL TRANSFORMATION ADVISORS

Meet the modern customer's demand

Customer Experience, CX, refers to every interaction between your customer and your organization. It requires a digital transformation, curating the journey across time and platforms. From your customer’s perspective, this may seem like the perfect 1-on-1 concierge environment. At any moment, you pick up the conversation, or transaction, without missing a beat. With the help of CRM, AI, IoT, data, and other smart tech, you can achieve this goal. Your reward is gaining loyal customers and the ability to anticipate their future needs.

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Winning CX Approaches Are Centered Around The Customer

Many CX deployments fail because they don’t first consider what you’re trying to achieve and understand your customer. There are questions to ask, and leveraging your experience in similar situations can save you a huge headache and time delays across the discovery, design, and implementation process. Knowing where the customer interacts, what tasks we should focus on, and the integrity of the data, should be considered before locking in an approach.

Organizations are Embracing CX

641 B

spent on CX technology globally

89 %

of businesses primarily compete on experience

87 %

of business leaders tag CX as their top growth engine

56 %

of B2C companies have a dedicated CX team

Put Customer Experience (CX) at the Center of YourGrowth Plan

CX technology is any type of tool, new or existing, that can be used to shape a customer’s experience. While the focus is on each individual customer, all CX initiatives are based on data. CX technology is usually centered around the software or programs that can help you gather, analyze, and integrate customer feedback data so you can improve the way you interact with customers, and how customers interact with you. The best CX tech relies on finding and using as much information as possible in the smartest and most effective way.

The Two Faces of CX

CX is the experience a customer has at all stages of their journey, including initial top-of-funnel research and communication. CX technology refers to the tools and software that make doing business with you more enjoyable. 

Source: Forbes July 15, 2018; Aug. 9, 2021 & OnNow Digital Jan 12, 2021

The Importance of CX

CX is a big business in the US and growing every year. One of the most effective ways organizations succeed today is to ensuring that the community interacting with your brand has a positive interaction every step of the way! People are five times more likely to purchase from you again if they had a good experience the first time. The same story holds for employees, when they’re given the tools to create happy customers, it makes their job easier and more enjoyable – another factor in retaining your best staff.

How will it work?

Integrates with your network and systems, to provide the insights you need and the frictionless experience your customers deserve.

Will it be useful?

Solves specific customer problems, to make it easier to communicate and produce actionable intelligence about your customers. 

Will it be enjoyable?

It may sound like a bonus, but this third point is essential. CX solutions need to be easy to use, visually pleasing, simple to navigate, and fast.

CX Technology That Puts You One Step Ahead of the Competition

The specific CX technology you choose will depend a lot on your customers, your industry, the product you offer, your business model, your network, and countless other variables. We can help you find your way. Tools that are currently helping companies make strides in their CX to retain and attract more customers include:

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Augmented Reality

AR gives your customers a chance to virtually try out your products, gauge size requirements, get product tutorials, etc.

Artificial Intelligence/Machine Learning(AI/ML)

Machine Learning is being adopted as a keystone for many technologies. It requires the creation of hundreds and thousands of scenari-os, responses, and sequences. The better the data set, the better it will be at contributing to the CX goals you establish. Machine learning is also an important component for the success of chatbots and voice recognition.

Chatbots

Customer service representatives are a valuable resource and a large cost center. Chatbots can function as front-line support, answering common questions around the clock, freeing up your human reps for more complicated concerns. In essence, letting you increase efficiency while reducing costs. 

Voice Recognition

Speech-to-text integration and voice command technology can empower your customer service reps, and save the customer time. Initial prompts can help direct the “caller” to the right person, AI presence monitoring a call/chat to provide real-time information and response scripting for your customer service representative, sometimes even with sentiment analysis! 

Self-serve Kiosks

Think of these like brick-and-mortar chatbots – always giving customers the option for fast, easy, self-serve transactions and interactions wherever possible.

Internet of Things (IoT) Deployments

These inexpensive data point gatherers can serve many purposes. Examples include tracking movement patterns in retail environments and motion sensors for point-of-sale advertisements, empowering businesses to learn more about the audience or serve up the perfect interaction at just the right time.

Marketing/E-Commerce Integration

With every touch you learn more about your custom-er, how to communicate with them, and what they’re thinking about, this gives you the opportunity to create more personalized experiences, alter your offering, and encourage them to perform the behavior you want, like buy a product or open a savings account. 

Customer Portals

With a gated portal, your customers can benefit from real-time, 24/7 access to account information, data, shared files (like videos, tutorials, or even FAQ’s!

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Customer Support

We’ve all been there. Running the support gauntlet, passed from person to person, with the conversation starting over each time. The CX you generate can not only be better, but it can also be inspiring and friendly. Imagine your rep starting the conversation knowing the history, having AI-generated prompts that promote resolution, and advancing your relationship with the customer across channels and across time.

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Marketing Outreach

One-to-one marketing is the most personal and the most successful. With the knowledge of your customer’s journey, you can target messaging, optimize to an audience of one, and keep them actively engaged with your brand. This isn’t just how you sell your products and/or services; this creates a community and advocates who will carry your flag to their friends, families, and loved ones.

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Customer Platforms

Chat. Text. Social Media. Websites. Emails. Phones. Everything is connected, and nothing should be left behind. The meeting places between brand and consumer have never been more encompassing or varied. Consumers expect you to meet them where they are most comfortable, and that can change from moment to moment. An omnichannel approach lets you achieve this seamlessly. 

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Data Acquisition/Analytics

Every customer touchpoint is a data point. Every observation can also be a data point. This is knowing your business, customers, and having the highest level of actionable insider knowledge possible, to help you form long-term decision-making, and nuanced insights that can empower everyone in your organization to represent, and move, as a unified brand. Consistency of action. Consistency of thinking.

Good CX places customers at the center of all efforts to anticipate and meet their needs, use all the resources available to create interactions that satisfy, excite, and exceed their expectations.

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Navigating the AI Landscape: CX Trends

While there may be concerns about AI leading to job displacement, it's important to recognize that the true purpose of AI in customer experience is not to replace humans but to enhance their abilities.

The heart of CX lies in the personal connections forged between customers and businesses, something that AI cannot replicate. Instead, AI serves as a tool to streamline processes, automate mundane tasks, and free up human agents to focus on building genuine relationships with customers.

By working hand in hand with AI technology, teams can deliver a more personalized and efficient service that ultimately elevates the overall customer experience.

We are Your Customer Experience (CX) Experts

You have so many options and approaches available to you. With a portfolio of 200+ Providers from leading Providers like 8x8, Five9, Genesys, and Vonage our team can suggest a vendor-agnostic approach that puts your interests and needs before everything else. Let us be your advocates. We can blend the intangible value of skilled professional advisors with the tangible impact of carefully selected advanced data solutions that directly address your needs and situation!

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    We Look Forward to Working with You!

    SME Solutions Group is your strategic partner in delivering unparalleled customer experiences. With our expertise in innovative customer engagement technologies and processes, you can improve efficiencies and revenue through every step of your unique CX initiatives as you scale your business. Our team will support you in growing a dynamic customer experience ecosystem by managing the process's critical elements, from RFI development to financial analysis and evaluating solutions in the marketplace, contract negotiation, project implementation, deployment, and optimization. With SME, be confident you're on the path to CX excellence.

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