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Customer Experience Transformation

What is customer experience transformation?

Customer experience transformation is the act of enhancing your customer experience substantially by streamlining and improving the interactions that customers have with your business at various touchpoints, and also aligning your entire organization (not just your customer support team) to put customers at the forefront of their activities as far as possible.

It involves becoming a heavily customer-centric organization and delivering the experiences that your customers deserve. It’s about meeting and exceeding customer expectations.

CX transformation is about breaking down silos and creating seamless experiences for your customers.

Why is customer experience transformation important?

Customer experience transformation is critical especially if you’re noticing customer churn or lower sales levels. It’s usually an indicator that something is wrong with your customer experience.

You need to actively take steps to fix this and transform your customer experience, which will help you increase customer satisfaction, thus boosting your loyalty levels as well.

What are the major components of customer experience transformation?

According to McKinsey & Company, there are three major components of CX transformation. These are:

1. Buy-in from top management

Top management needs to believe in customer-centricity and align towards a vision of enhancing your customer experience, which would rally the entire organization around that vision.

2. Digitizing customer journeys

Identify and map out your customer journeys, especially the critical ones. Now you need to work towards redesigning, transforming, and digitizing them.

3. Feedback loop

You need to establish a feedback loop from customers to your employees. Make use of customer feedback to continuously improve your CX.


What are the elements of CX transformation?

The elements of CX transformation are:

1. A vision

You need to have a vision of that customer experience that you intend to deliver so that your organization can rally around it.

2. Governance

Establish a decision structure to prioritize initiatives, especially when there are cross-functional committees and teams involved.

3. Roadmap

Design a roadmap for the initiatives that you are putting in place to deliver on your CX transformation vision.

4. Metrics

You can’t just plan initiatives and go in blindly. You need to have metrics and KPIs in place to help you understand how your initiatives are faring and what results they are bringing.


5. Change management principles

What are you going to change about how your team works in order to achieve tasks that your current manner of functioning does not allow you to achieve?

How to transform your customer experience?

Here are a few things you can start doing to transform your customer experience for the better:

1. Customer training

Educate and train your customers to make the most out of your offerings. Show them how to gain more value from your products and use your offerings to achieve their version of success.

Customer training could include onboarding, live webinars, and self-paced learning resources like blogs and knowledge bases.

2. Speak your customer’s language

Engage your customers in their own language. If you don’t speak your customers’ language, you are perceived to be an outsider. Get accepted as part of the community by localizing your communications. 

You can scale this up for all your regions by using multilingual chatbots.

3. Go omnichannel

Engage your customers over all the channels they use and carry conversational context across these channels so that your customers do not need to repeat themselves.

4. Route queries effectively

Don’t send your customers jumping through 15 agents before they reach one that can actually help them. Employ contextual routing to use the data from the customers’ queries and route them to the right agent the very first time.

5. Use automation

Scale up your engagements by using intelligent chatbots to handle the repetitive queries, routing only the complex ones to live agents.

Thanks for reading! We hope you found this helpful.

Ready to level-up your business? Click here.

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Customer Experience Transformation

October 14, 2020

Table of contents

Key takeawaysCollaboration platforms are essential to the new way of workingEmployees prefer engati over emailEmployees play a growing part in software purchasing decisionsThe future of work is collaborativeMethodology

What is customer experience transformation?

Customer experience transformation is the act of enhancing your customer experience substantially by streamlining and improving the interactions that customers have with your business at various touchpoints, and also aligning your entire organization (not just your customer support team) to put customers at the forefront of their activities as far as possible.

It involves becoming a heavily customer-centric organization and delivering the experiences that your customers deserve. It’s about meeting and exceeding customer expectations.

CX transformation is about breaking down silos and creating seamless experiences for your customers.

Why is customer experience transformation important?

Customer experience transformation is critical especially if you’re noticing customer churn or lower sales levels. It’s usually an indicator that something is wrong with your customer experience.

You need to actively take steps to fix this and transform your customer experience, which will help you increase customer satisfaction, thus boosting your loyalty levels as well.

What are the major components of customer experience transformation?

According to McKinsey & Company, there are three major components of CX transformation. These are:

1. Buy-in from top management

Top management needs to believe in customer-centricity and align towards a vision of enhancing your customer experience, which would rally the entire organization around that vision.

2. Digitizing customer journeys

Identify and map out your customer journeys, especially the critical ones. Now you need to work towards redesigning, transforming, and digitizing them.

3. Feedback loop

You need to establish a feedback loop from customers to your employees. Make use of customer feedback to continuously improve your CX.


What are the elements of CX transformation?

The elements of CX transformation are:

1. A vision

You need to have a vision of that customer experience that you intend to deliver so that your organization can rally around it.

2. Governance

Establish a decision structure to prioritize initiatives, especially when there are cross-functional committees and teams involved.

3. Roadmap

Design a roadmap for the initiatives that you are putting in place to deliver on your CX transformation vision.

4. Metrics

You can’t just plan initiatives and go in blindly. You need to have metrics and KPIs in place to help you understand how your initiatives are faring and what results they are bringing.


5. Change management principles

What are you going to change about how your team works in order to achieve tasks that your current manner of functioning does not allow you to achieve?

How to transform your customer experience?

Here are a few things you can start doing to transform your customer experience for the better:

1. Customer training

Educate and train your customers to make the most out of your offerings. Show them how to gain more value from your products and use your offerings to achieve their version of success.

Customer training could include onboarding, live webinars, and self-paced learning resources like blogs and knowledge bases.

2. Speak your customer’s language

Engage your customers in their own language. If you don’t speak your customers’ language, you are perceived to be an outsider. Get accepted as part of the community by localizing your communications. 

You can scale this up for all your regions by using multilingual chatbots.

3. Go omnichannel

Engage your customers over all the channels they use and carry conversational context across these channels so that your customers do not need to repeat themselves.

4. Route queries effectively

Don’t send your customers jumping through 15 agents before they reach one that can actually help them. Employ contextual routing to use the data from the customers’ queries and route them to the right agent the very first time.

5. Use automation

Scale up your engagements by using intelligent chatbots to handle the repetitive queries, routing only the complex ones to live agents.

Thanks for reading! We hope you found this helpful.

Ready to level-up your business? Click here.

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