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Opinion CX Strategy

Infographic: There's still time to get on the Customer Service train

Concerned that your company has fallen behind the latest evolution of customer service? Then this Capgemini infographic might be good news for you.  

It also provides a kickstart for catchup efforts by pointing to key areas of focus. Let's look at them a bit more closely.

The majority have ‘fallen behind’

Despite all the press coverage around the latest innovations in the customer service channels, telephone and email continue to dominate by a large margin with only a minority of companies offering other, more cutting edge, channels like social media and web chat.

CX focus has everyone on their toes

Customer experience is one of the mostly widely talked about areas of competition, but where is the focus?

Capgemini highlights channel convergence and personalization as key areas of the customer experience for the majority of organizations.

Breaking down the big hurdles

As the infographic shows, costs and technology create their omni present challenges. But those typically are addressed by the passage of time. What stands out for us is the other two key hurdles — defining a strategy and skills shortages. Those two items demand the most leadership and collaborative effort and demand early resolution — otherwise the evolution of your CS competitive advantage will remain stuck in the mud.
Mobile: the opportunity to leap frog

Looking for a point of acceleration?

A way to quickly catchup to the competition?

Mobile represents an all encompassing opportunity for companies to achieve a leap in their customer experience competitiveness. Of course a clear strategy around your mobile programs is key, but as a platform it narrows the focus while scoring on the key drivers of customer experience innovation.

Vendors are offering prebuilt tools that deliver turn-key mobile capabilities, like visual IVRs. Adding mobile capabilities immediately connects your company to the focus of most innovation in the coming decade. Aside from adding a new channel, it improves existing ones like telephone, email and web chat channels — by making them more real-time, available anywhere.

Infographic: How Will Customer Service Change Between Now and Tomorrow?

Apr 17, 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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