Bridging the gap to create a more economical CX strategy
Three Ways to Bridge the Gap for Curating an Economical CX

Our next TP Talks webinar will be on January 24th. If you have been following the TP Talks series then you will know that these webinars feature some great speakers talking about real business strategies and delivering a great customer experience (CX). I will be hosting the next one, which will be focused on bridging the gap for curating an economical CX.

Recent years have seen a constant increase in the proliferation of mobile devices and the use of social networks for people to communicate with family, friends, and brands. It’s changed how people communicate in all aspects of their lives; by extension, customers can now choose from an even wider array of channels to interact with brands and companies.

Add to this the constant use of and development in digital channels of interaction like email, social media, traditional chat and mobile, and the advent of even newer communication technologies such as artificial intelligence (AI), chatbots, cloud-based technologies, omnichannel engagement, robotic process automation (RPA), and the Internet of Things (IoT), it’s easy to see how the customer journey of today is more often than not, a mishmash of nonlinear engagement opportunities.

Naturally, companies and organizations are constantly challenged to find ways to create a frictionless customer journey with an exceptional omnichannel customer experience. It takes careful planning to craft a journey that shapes a positive view of a company in the customer’s mind while managing the myriad of digital channels of interaction available today, along with on-demand and consistency of service, and navigation across touch points.

An even greater challenge is wrangling all of these elements in a way that makes sense economically. In an effort to offer consistent and efficient service across omni/multiple channels, it is not uncommon for some to make investments in digital technology to the detriment of CX — the trap of push innovation. On the one hand, there is obviously a need for digital labor, but in a world where customers expect more, it is essential to strike an economical balance in CX in terms of holistically addressing the issues of human connection in a digital world.

This is the focus of the next TP Talks webinar. We will explore the subject in more detail, answering questions such as:

  • How can I remain flexible enough to deliver the CX customers expect?
  • How can I deliver great CX without spending my budget in Q1?
  • How can I take advantage of new channels to build deeper customer relationships?

For more details on all out TP Talks and to register for this event on January 24th, please click here.

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