Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business. You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy.

Get it on Amazon (Kindle/Print)

Most successful businesses focus on the Total Experience

But only 60% have a cohesive customer interaction strategy

While companies often develop the right strategies, the survey found that the best customer outcomes happen where tools and strategy intersect and focus on this interconnection to deliver a superior 'Total Experience'.

In fact, most companies believe customer experience is an intrinsic part of their brand and it's everyone's responsibility to uphold within the organization. They also agree that a good customer experience includes empowered employees (Employee Experience) 82%; memorable, personalized interactions in moments that matter (Multiexperience) 83%; and the interaction of humans, data, and technology (User experience) 83%. Just over half (59%) of the respondents indicate they are performing adequately on each of these aspects of the Total Experience.

Unsurprisingly, customer-centricity correlates with good experience and communications strategies, yet only 60% say they have a cohesive customer interaction strategy. Most companies employ the standard customer support tools and platforms, such as email, phone, and social media. Those who scored higher in Total Experience empower employees with newer tools and platforms (messenger platforms, video chat, chatbots, and virtual assistants) that simplify support and transform customer experiences. They also utilize more complete analytic tools.

Seventy-one percent of businesses with good Total Experience scores and 74% with good interaction strategies are more likely to have the right customer insight technology. In fact, 97% of businesses say employees empowered with the right technology can transform customer experiences. The right communications and collaboration tools empower everyone. Offering customers and employees a broader communications solution allows everyone to communicate in a way that meets their needs.

"A monolithic, one-size-fits-all approach doesn't meet the wide range of needs businesses and their constituents have," said Simon Harrison, Senior Vice President and Chief Marketing Officer, Avaya. "When companies intentionally combine customer, employee, user and multiexperience thinking, they elevate everything these approaches can achieve on their own - enabling them to deliver exactly what's needed at every interaction."

Avaya's own OneCloud (CCaaS) aims to make it easy to connect everything - voice, video, chat, messaging, and more - to create effortless experiences for customers and employees at every touchpoint, enabling businesses to provide the sought-after Total Experience.

Have you seen The Customer Experience Factbook?

In this 180+ page report, you'll find all the information and support you need to build a profitable, effective CX Improvement Program that spans every part of your business.

You'll be able to implement and manage meaningful and profitable change, and grow your bottom line despite a slowing economy. Grab this goldmine of easily adaptable and up-to-date strategies, walk-throughs, trends, technologies, research, suppliers and partners, plus all the supporting arguments you need to build a solid CX strategy.

While most marketers could list maybe a dozen key points for improving their brand's Customer Experience (CX), the researchers and writers at The Marketing Factbook have identified FORTY main 'CX Keys' which will help you drive your customers to new levels of delight, loyalty, advocacy and profitability.

The areas in which customers have direct contact with your organization are perhaps the most obvious places in which CX improvements can be made, and this report addresses all 24 of these 'Direct CX Keys', applicable to offline and online businesses alike.

At the same time there are many other areas that indirectly affect CX (such as the supply chain, policies and processes) in which every business can make simple but far-reaching improvements. This report guides you through the problems and solutions for all 16 of these 'Indirect CX Keys', many of which are often forgotten or under-played even in the best CX strategies.

Get it on Amazon (Kindle/Print)