Three reasons to rethink your CX strategy

Nearly 80% of businesses in Australia and New Zealand view customer experience (CX) as a key competitive differentiator* but many of those same companies are facing significant challenges with their CX strategy.

Failure to deliver on CX has a massive opportunity cost: in Salesforce’s ‘State of the Connected Customer’ research, 80% of customers stated that the experience a company provides is as important as its products and services and 57% claimed they had stopped buying from a company and gone to a competitor that provided a better experience.

A Frost & Sullivan white paper commissioned by Datacom identifies the top five challenges preventing companies from executing successful CX strategies, including the inflexibility of legacy systems, and barriers to successful technology integration and customised solutions.

The white paper Time to Rethink Your CX Delivery Strategy is available to download and outlines the key concepts businesses can embrace to help them reliably provide the support their customers need - with an outsourcing partner or with their own teams.

Some of these concepts include:

• “right shoring” - or keeping higher-value, more complex customer interactions onshore while moving routine, high-volume tasks to offshore locations
• adopting digital delivery models
• enabling self-service for customers so they can access information as and when they need it
• adopting AI and intelligent automation to support CX agents
• introducing flexible WAHA (Work at Home Agents) staffing models.

Organisations looking to partner with an outsourcing service provider need to identify companies that offer a holistic approach to CX transformation and have proven local market capabilities in delivering enhanced experiences to customers and meeting business goals.

The white paper also explores the opportunity to use CX to build loyalty and connection with customers during the challenging times brought on by the pandemic.

Companies that continue to serve their customers in the midst of market upheavals and uncertainty, and that keep disruptions to a minimum, will grow their reputation and build trust.

Download the full white paper: Time to Rethink Your CX Delivery Strategy.

*2020 Global Customer Experience Benchmarking Report, NTT