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Embracing Technology in CX

Regardless of the industry you operate in, or size and maturity of your business, organizations across the board are being forced to adapt to rapidly changing digital technologies. Perhaps one of the most striking and important aspects of digital transformation revolves around how organizations engage and interact with their customers.

Today, most customer journeys include a complex mix of interactions across an ever-expanding variety of traditional and digital touchpoints. Behaviors constantly shift and evolve as new technologies are introduced online and gain popularity. Customers have a nearly unlimited ability to access information about your company and the products it sells, and they are constantly comparing prices, services, and reviews with your competitors. In addition, customers are sharing their experiences on dozens of review sites and social media channels easier than ever.

In such a freewheeling environment, expectations have never been higher or more fluid. Your customers simply assume that all the traditional and digital elements of your business will work flawlessly together to create a single unified experience. They expect you to embrace new technology and social trends the moment they become popular. And if you don’t, the competition is always a click away. In reforming a CX program that meets the demands of consumers, there are some important questions to consider:

  • What does it take to meet customer expectations and build loyalty in the digital age?
  • What’s the best way to understand, analyze, and improve incredibly complex and fluid customer journeys that include nearly endless combinations of traditional and digital touchpoints and interactions?
  • How do you turn the non-stop barrage of unstructured and mostly unsolicited feedback from dozens of review sites and social media channels into useful information?

A Digital transformation strategy is a clear and undeniable business imperative. By assessing your digital maturity level, developing a smart digital transformation plan, and becoming a digital leader, you open the door to more innovative products. This leads to better and faster decision making, improved operational performance—and perhaps most important—more meaningful and productive relationships with your customers.

But these digital benefits and advantages can only come if you keep your customers at the center of all your digital transformation strategy. And to do that, your Customer Experience and Voice of Customer programs must undergo the same kind of complete digital transformation as the rest of your organization.

Join Jonathan Wyatt, Managing Director and Global Head of Protiviti at CXFusion for his opening keynote, The Importance of Optimizing CX Capabilities on Your Path to Digital Maturity: Organizations across the board are being forced to respond to the increasing risks of innovative disruption and resistance to change from within. These risks are now at the top of the board agenda (see Executive Perspectives on Top Risks for 2018).  As organization look to drive change and keep pace with the competition, it is increasingly important that those making the strategic decisions have access to the data they need to inform their decisions.  A top performing CX capability is a strategic differentiator. In his presentation he’ll address the following key questions: When has an organization truly embraced ‘Digital’? What makes an organization a customer experience leader in the digital age? How can you assess your customer experience digital capabilities and take action?