Exceptional, memorable customer experiences (CX) are a major differentiator. With strong CX, organisations can attract new business, retain existing customers and outperform competitors. A new ebook from Datacom and Ecosystm – "The experience edge: Building brands customers love" – looks at strategies and technologies to help organisations deliver better experiences for customers and employees.
One of the core concepts highlighted is the need to commit to continuous improvement and the importance of ongoing innovation across people, processes and technology to elevate CX delivery.
Automation and human-centred design are identified as critical enablers for seamless customer journeys and to empower agents to deliver exceptional service.
Smart use of customer data is also highlighted as a vital way to gain real-time customer insights and move from reactive to proactive engagement, allowing companies to anticipate customer needs and enhance satisfaction.
Organisations are reminded that good CX relies on a good team: employees need to be valued and supported – and given the right tools – to deliver great experiences.
Below are five strategies that can help organisations deliver exceptional CX, build brands that people love and strengthen customer and employee loyalty. These strategies are discussed in more detail in the ebook:
1. Deliver continuous innovation and improvement at scale
“Adopting all features of modern platforms at once is unrealistic. Instead, develop a phased roadmap aligned with business strategy and establish a post-implementation innovation program with clear goals, regular reviews and employee feedback for continuous adaptation.”
2. Know your customers: Capitalise on customer data for improved insights – and involve your CX team
“For agents to leverage actionable data in personalisation efforts, ensure that their experience is personalised as well. Involve them in CX projects, provide clear career paths and encourage their input on data usage. Exceptional CX design without strong employee experience (EX) is likely to fail.”
3. Manage and empower your workforce intelligently
“A holistic approach to predicting burnout can be beneficial for minimising attrition. By combining metrics such as call sentiment, attendance, schedule adherence, overtime and tenure, organisations can gain valuable insights into employee well-being. Integrating contact centre metrics into these indicators provides a fuller picture of agent performance and sentiment. Balancing both quantitative and qualitative factors is essential for effectively tackling burnout.”
4. Future-proof your customer interactions with ‘experience harmonisation’
Experience harmonisation focuses on creating a consistent, seamless and enjoyable customer journey across all touchpoints. It requires identifying and eliminating friction points, proactively addressing customer needs and ensuring a cohesive experience.
5. Elevate CX with AI: Build a resilient future foundation
“As the technology matures, AI will become central to delivering exceptional CX and business growth. A robust AI strategy and secure foundation will futureproof your CX and contact centre operations, enabling continuous adaptation and innovation.”
