EXL Digital’s Post

How can you transform data into a compelling narrative that enhances your contact centre's customer experience? Join EXL and CX Alliance for an insightful roundtable discussion on leveraging data and automation to boost contact centre performance. Key Topics Include: • Empowered Decision Making: Use data to make smarter, performance-enhancing choices • Automation Integration: Discover how automation supports agents and streamlines operations. • Boosted Efficiency: Optimize resources and refine your operational workflows. • Elevating Customer Satisfaction: Explore data-driven strategies to enhance customer experiences. #CustomerExperience #ContactCentre #DataDriven #Automation #CXAlliance

How can you transform data into a compelling narrative that enhances your contact centre's customer experience? Join EXL and CX Alliance for an insightful roundtable discussion on leveraging data and automation to boost contact centre performance. Key Topics Include: • Empowered Decision Making: Use data to make smarter, performance-enhancing choices • Automation Integration: Discover how automation supports agents and streamlines operations. • Boosted Efficiency: Optimize resources and refine your operational workflows. • Elevating Customer Satisfaction: Explore data-driven strategies to enhance customer experiences. #CustomerExperience #ContactCentre #DataDriven #Automation #CXAlliance

How can you transform data into a compelling narrative that enhances your contact centre's customer experience? Join EXL and CX Alliance for an insightful roundtable discussion on leveraging data and automation to boost contact centre performance. Key Topics Include: • Empowered Decision Making: Use data to make smarter, performance-enhancing choices • Automation Integration: Discover how automation supports agents and streamlines operations. • Boosted Efficiency: Optimize resources and refine your operational workflows. • Elevating Customer Satisfaction: Explore data-driven strategies to enhance customer experiences. #CustomerExperience #ContactCentre #DataDriven #Automation #CXAlliance

How can you transform data into a compelling narrative that enhances your contact centre's customer experience? Join EXL and CX Alliance for an insightful roundtable discussion on leveraging data and automation to boost contact centre performance. Key Topics Include: • Empowered Decision Making: Use data to make smarter, performance-enhancing choices • Automation Integration: Discover how automation supports agents and streamlines operations. • Boosted Efficiency: Optimize resources and refine your operational workflows. • Elevating Customer Satisfaction: Explore data-driven strategies to enhance customer experiences. #CustomerExperience #ContactCentre #DataDriven #Automation #CXAlliance

How can you transform data into a compelling narrative that enhances your contact centre's customer experience? Join EXL and CX Alliance for an insightful roundtable discussion on leveraging data and automation to boost contact centre performance. Key Topics Include: • Empowered Decision Making: Use data to make smarter, performance-enhancing choices • Automation Integration: Discover how automation supports agents and streamlines operations. • Boosted Efficiency: Optimize resources and refine your operational workflows. • Elevating Customer Satisfaction: Explore data-driven strategies to enhance customer experiences. #CustomerExperience #ContactCentre #DataDriven #Automation #CXAlliance

How can you transform data into a compelling narrative that enhances your contact centre's customer experience? Join EXL and CX Alliance for an insightful roundtable discussion on leveraging data and automation to boost contact centre performance. Key Topics Include: • Empowered Decision Making: Use data to make smarter, performance-enhancing choices • Automation Integration: Discover how automation supports agents and streamlines operations. • Boosted Efficiency: Optimize resources and refine your operational workflows. • Elevating Customer Satisfaction: Explore data-driven strategies to enhance customer experiences. #CustomerExperience #ContactCentre #DataDriven #Automation #CXAlliance

CX specialists know the struggle: 🔶 Escalating costs tied to customer feedback collection 🔶 Limited reach—only a fraction of customers provide responses 🔶 Time-consuming data analysis that delays actionable insights 🔶 Unpredictable demand makes it difficult to align resources with survey volume. These challenges slow us down when we need to be fast, agile, and responsive. AI-powered tools like Primebot enable CX teams to focus on what truly matters: enhancing the customer experience while driving operational efficiency. Introducing the voicebot into one of our feedback collection projects delivered the following results: 🔷Survey costs reduced by over 50% 🔷 Unlimited number of collected surveys 🔷 Easy access to insights 🔷 Dynamic adaptation to changes in survey volume.

Navigating CX Transformations: Starting from the Right Place In a landscape reshaped by changing needs and pandemic-induced shifts, McKinsey's 2020 report highlights a "proven formula" for enhancing customer experience (CX). Yet, many discussions on upgrading CX overlook a crucial element: genuinely understanding customer expectations from their perspective. The Critical First Step in CX Transformation Launching into complex CX projects without a clear understanding of where an organisation’s performance currently sits with customers is a path fraught with risk. CEOs often aspire to exceed customer expectations without fully grasping what those expectations are. This gap in understanding is where many initiatives stumble. The Power of Expectations-Based Analysis Since the pandemic, the rush toward digitisation and automation has seen mixed success, primarily when projects are driven by internal goals rather than being aligned with what customers value most. True effectiveness begins with objective insights into customer expectations, providing a roadmap for impactful change. 1. Identifying What Customers Value: Knowing customer priorities allows for targeted improvements. 2. Current Performance: Direct insights on performance versus expectations clarify where to focus efforts. 3. Crafting a Roadmap for Change:Understanding the 'why' behind the performance gaps guides strategic planning. Beyond Data: The Essence of Customer-Driven Strategy While technology offers rapid data collection, it falls short without the insight to drive thoughtful action. Expectations-based analysis emerges as a formidable approach, offering a comprehensive view into customer priorities and any current performance gaps. CX transformation, grounded in unbiased, diagnostic insights, paves the way to enhanced customer loyalty, trust, advocacy, and value. The journey to a successful transformation begins with a deep dive into understanding those you serve. Discover how to align your CX strategy with customer expectations: Schedule a free call to find out more: https://lnkd.in/eqt7iumK . . . #CustomerExperience #CXTransformation #CustomerInsight #StrategicPlanning #PromisingOutcomes

Wednesday Wisdom: E11 - Deeper CX Measurement In today's business world, metrics are everything. Companies use them to measure their success, identify areas for improvement, and make data-driven decisions. But when it comes to customer experience, every company has its own unique set of metrics. So how can you determine which ones are most relevant to your customers? Some of the best companies integrate their Customer Effort Score (CES) metrics with other metrics used in their call center and across the website. This allows companies to identify trends and understand the different influences on high effort for the primary customer journeys. By aligning all metrics, you can gain a deeper understanding of your customers' experiences. But why stop there? Take it a step further by incorporating customer experience questions into your quality analysis (QA) process. This can provide valuable insights into the challenges faced by your clients and offer more qualitative data than traditional surveys. While QA programs may have a smaller volume of data, they can provide more detailed and valuable insights when given the proper time and attention. It is also important to consider emotion metrics in predicting high effort and future disloyalty. Experiences that are both difficult and create negative emotions can lead to escalated disloyalty. By incorporating emotion metrics into your analysis, you can identify the most impactful events you need to address. #cxtransformation #cxstrategy #customerexperience #effortlessexperience #4rocks

Navigating CX Transformations: Starting from the Right Place In a landscape reshaped by changing needs and pandemic-induced shifts, McKinsey's 2020 report highlights a "proven formula" for enhancing customer experience (CX). Yet, many discussions on upgrading CX overlook a crucial element: genuinely understanding customer expectations from their perspective. The Critical First Step in CX Transformation Launching into complex CX projects without a clear understanding of where an organisation’s performance currently sits with customers is a path fraught with risk. CEOs often aspire to exceed customer expectations without fully grasping what those expectations are. This gap in understanding is where many initiatives stumble. The Power of Expectations-Based Analysis Since the pandemic, the rush toward digitisation and automation has seen mixed success, primarily when projects are driven by internal goals rather than being aligned with what customers value most. True effectiveness begins with objective insights into customer expectations, providing a roadmap for impactful change. 1. Identifying What Customers Value: Knowing customer priorities allows for targeted improvements. 2. Current Performance: Direct insights on performance versus expectations clarify where to focus efforts. 3. Crafting a Roadmap for Change:Understanding the 'why' behind the performance gaps guides strategic planning. Beyond Data: The Essence of Customer-Driven Strategy While technology offers rapid data collection, it falls short without the insight to drive thoughtful action. Expectations-based analysis emerges as a formidable approach, offering a comprehensive view into customer priorities and any current performance gaps. CX transformation, grounded in unbiased, diagnostic insights, paves the way to enhanced customer loyalty, trust, advocacy, and value. The journey to a successful transformation begins with a deep dive into understanding those you serve. Discover how to align your CX strategy with customer expectations: Schedule a free call to find out more: https://lnkd.in/gm7pDYrt . . . #CustomerExperience #CXTransformation #CustomerInsight #StrategicPlanning #PromisingOutcomes