As per research conducted with a group of entrepreneurs, Customer Experience (CX) topped the list of priorities to achieve business growth in the next five years. In fact, a study suggests that 86% of buyers are ready to pay more for a better customer experience. In a world of instant gratification and competitors vying to provide the best to their discerning customers, the need to create robust engagement channels is of utmost importance for companies. In 2020, when the global pandemic hit the world, organizations were forced to move all operations online as face-to-face interactions came to a standstill.
So how can enterprises continue to sustain customer attention in this ever-changing landscape? In keeping with the times, IGT has conceptualized the perfect partner that will allow organizations to optimize their customer experience. Businesses are keen to closely observe customer behavior to ensure continued patronage, which will help them boost sales. Three main functions need to be aligned to achieve this:
- Adopt a more customer-centric approach and create a framework for employees to follow and increase the overall emotional quotient.
- Create Customer Journey Mapping (CJM) to identify pain points for customers. These can, in turn, help with the development of new products and services.
- Use Customer Journey Analytics (CJA) to modify CX in real-time and effectively manage customer feedback.
IGT’s Customer Experience 3.A (Cex3.A) has been designed keeping in mind the changing business sensibilities and brings together three critical aspects for superior customer encounters; smart analytics, smart agents, and smart automation. IGT’s specialized product seamlessly ties all customer service operations and helps enhance customer experience.
Key Features of the offering
Smart Agents: Uses digital hiring methodology to train future-ready agents capable of navigating multiple situations and personalities. These agents are supported by end-to-end Customer Relationship Management (CRM) solutions for the brand to conduct streamlined functions.
Smart Automation: These automated solutions help reduce mundane activities and enable agents to work at their optimal level. By implementing process automation and Chatbot conversations, automation reduces customer wait time and increases brand credibility.
Smart Analytics: With Artificial Intelligence (AI), Machine Learning (ML), and Natural language processing (NLP), analytics help spot patterns in the workflow and fix issues before they escalate. Following the customer experience closely and keeping a watch on agent performance, analytics is the key to bettering operations over time.
Customer Experience 3.A (Cex3.A) is a revolutionary service that has led to significant business impact, which is as follows:
- 25% increase in sales conversion
- 15% cost savings
- 90% increase in CSAT levels
Here is a Gartner report that delves deeper into business expectations and decodes the future of customer-centricity.
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