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Editor's Take CX Strategy

The Right Way to Evolve Your Business

Spoken Communications posted recently on their blog -- on the subject of evolving best practices for call centers in the era of Siri.  

The article covers the fundamental shifts in the environment that call centers operate in:

1. Evolving technology — Siri and other voice recognition technology is changing what customers expect from IVR’s

2. Multichannel support — breaking the 80/20 rule of simple to complex call center inquiries because many customers are calling after trying self service (online) options

3. Customer preference — still preferring the telephone but first seeking a strong IVR option prior to requiring agent involvement

This One Is a Keeper

The reason we loved this article was beyond the core content. It demonstrates an approach to evolving your business operations as things shift in the market around your company.  Here are a few of the key takeaways that we had:

1. It's key to understand the latest technology not only from a capability perspective but also from how it has shifted customer expectations

2. Understanding the customer journey — getting detailed about how customers are interacting with your company pre and post sale and then adapting to that knowledge

3. Building a continuous adaptive approach to evolving your business. Not overreaching beyond the current realities.

In the end, it comes down to this:  the reason your company evolves is to remain competitive.  But as customers are now in a continuous evolution, your company's ability to evolve has to match that.  That means staying on top of technology, the market in general and shifts in the customer's experience.  And being on a continuous evolutionary voyage that keeps your company more closely aligned to customers than your competitiors.

Mar 13, 2014 | Original Link

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Article CX Strategy

It's impossible for companies to focus on the 'easy' market segments (ie. non millenials) and get comfortable with a less than competitive product or service offering. 

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