The world of customer experience is fast evolving: CX operations must deal with digitalization, multichannel experience and big data. Navigating this landscape can feel daunting. As brands strive to enhance their CX strategies, understanding the challenges that lie ahead is crucial. This blog highlights the seven key challenges of 2024, outlines real-world examples of how the Foundever® Success Program works to pinpoint client pain points and ultimately improve customer satisfaction.
The importance of transformation
Today, transforming the customer experience has become a top priority for organizations. They understand that adopting a data-driven approach is essential to stay competitive and meet evolving customer expectations.
However, many companies struggle to identify where to start, assess their current position and determine where to focus their efforts. This is where structured guidance can make a difference. A consultative approach, grounded in real-world data, allows businesses to discover and build their transformational roadmap. Leveraging insights from various clients helps pinpoint what truly matters in enhancing CX.
7 key challenges of customer experience
- Identifying the customer: Effective customer identification is essential for reducing effort and enhancing service from the very first interaction.
2. Mastering knowledge and data: Organizations must integrate and streamline their abundant data to improve agent performance and operational efficiency while maintaining a human touch in customer interactions.
3. Creating an ongoing relationship: Building lasting customer relationships requires seamless, multichannel interactions that provide feedback and minimize agent switches during resolutions.
4. Leveraging the potential of GenAI: Successfully utilizing generative AI in customer service involves balancing its advantages with necessary training and risk management to enhance efficiency and customer satisfaction.
5. Integrating immersion into customer service operations: To meet evolving customer expectations, businesses should explore immersive technologies, like augmented reality, beyond traditional channels to enrich customer interactions.
6. Creating dynamic employee engagement: Cultivating an environment of collaboration and continuous improvement boosts employee engagement, which, in turn, enhances customer connections and drives brand success.
7. Generating value with customer service operations: Transforming the perception of customer service operations from a cost center to a key driver of purchasing decisions can enhance efficiency and positively impact customer experiences.
Key components of the Success Program
To effectively navigate the challenges of CX, organizations can benefit from a comprehensive program that combines data analysis, client feedback and industry benchmarks.
That’s where the Success Program comes in — it spotlights one recurrent issue: Despite customer experience technologies becoming increasingly well-adopted, these very same technologies are often inappropriately applied.
This is why the Success Program involves collaboration among various teams to gather insights that inform strategic conversations with clients. It offers a reliable and in-depth diagnosis, insightful industry benchmarks and a Voice of the Employee survey that all help you on your way to growth, revenue and retention through superior customer service.
How the Foundever® Success Program turns insights into real-world applications
Through measuring and analyzing client analytics, the Foundever Success Program team was able to provide clients:
- Invaluable insight into training time metrics: A European fintech company’s training time was 40% shorter than the market average but, within the same time frame, their ramp-up time was 30% higher than that of the market. This highlighted a significant gain that could be made if they reworked their training program.
- Detections of typologies in billing: The team delivered a U.S. telecommunications operator the conclusion that a very high percentage of call typologies related to billing could be handled directly through the IVR.
- Discoveries of cost overruns: The team highlighted for a major French service company that their handled level was over-objectified (unintentionally) compared to the sector reference, resulting in a 7% cost overrun.
- Integration gaps in systems: A global leader in entertainment’s AHT was 2X higher than the industry average. The Success Program team pinpointed this was due to the lack of integration between their CRM and ERP systems.
- Improvements to online experience: A small household appliance manufacturer had FAQs that were not supported by any visual elements, which didn’t help the customer with simple problems. The team concluded this insight could lead to easier-to-follow FAQs, which could significantly decrease calls to the contact center.
Gaining insight into your success metrics is key
With the right strategies in place, businesses can turn customer service operations into a pivotal force for growth, ultimately leading to improved satisfaction and loyalty. Connect with industry experts, share experiences and stay informed about the evolving landscape of customer experience by diving deeper into the 7 CX challenges of 2024 and connecting with the Foundever Success Program.