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The Devil is in the Detail When Implementing CX Technology

I just sold my home in one city and moved my wife and two children into another home in a different city. The moving process involves a lot of work and a lot of decisions. Should I use a real estate agent, or should I sell my home “by owner”? When should we list? How much do I want to pack and load myself, or should we hire a moving company? Where do we stay if the transition timing doesn’t work right? Did I mention moving involves a lot of decisions? No wonder they say moving is the most stressful thing in life—after death and divorce!

Similarly, implementing, moving, and using a new technology can likewise involve a lot of work with many decisions to make. Should you build it yourself or get some help?  What is the timing of this CX tech move? It’s stressful and hard to know which path to take and what strategy and technology will give you the biggest bang for your CX investment.

Ways to Make the Implementation of CX technology Less Stressful

Fortunately, for CX practitioners, when implementing the MaritzCX platform, they have the opportunity to leverage an Implementation Project Manager (IM) to help them with their new technology.  Implementation Managers are both project and relationship managers, scientists and artists. They have the know-how to understand how the system works, and the finesse to organize internal team members to accomplish the overall project aims. An eye and expertise when it comes to details, and they do not get bogged down in minutiae. Many times, they understand what the CX practitioner needs before they know they need it. And they help drive efficient, and effective processes using years of experience and proven best practices.

The goal is to take the platform from CX strategy and planning conception to reality. But an Implementation Manager doesn’t do this alone – there are many people involved in the success of a new or evolving program. There are times that DIY makes sense, but there are many times when an implementation team is beneficial, sometimes straight-forward programs benefit from an IM, and of course the very complex enterprise programs benefit greatly from an added level of expertise. Organizations that understand this can increase their ability to fully leverage new capabilities faster and make for a smoother technology transition.

Customer Experience Implementation Best Practices

  1. Stakeholder Communications– It is important to have regular communications between the implementation team and key CX team members. These regular meetings will be the basis to drive updates to the system and to your internal stakeholders.
  2. Training Foundation– A constant focus on training will aid in the adoption and usage of the platform throughout an organization.  Keep in mind the importance of training the right people and attending regular training sessions.
  3. Time Commitment–It is important that CX teams make the appropriate time commitment to the project to make it successful. The goal is to keep every program on track and move CX teams forward in their implementation process.
  4. Simplistic Plan– When rolling out a CX program, keep an open mind and default to a simplistic model. It is important to prioritize and to not take too much on at once. The crawl, walk, and run approach works best.
  5. Realistic Goals– Set realistic goals and keep tasks on track and deadlines reasonable. We encourage continuous reviews and regular communication to ensure the program is moving forward efficiently and effectively.

Just like a physical household move, the development and move to a technological CX solution involves many details – and the devil is definitely in the details. Despite the complexities of implementing advanced CX technological solutions, when handled properly by a diverse team of experts, your next implementation will not be added to the dreaded list of stressful events—like moving!