By: Doug Thompson, Director of Product Management and Development
Customers in every industry are evolving in step with the technology they touch. Advancements like vehicular Wi-Fi connectivity are becoming mainstream and the phrase “hang up” the phone has lost true meaning for anyone born in the last decade.
During my presentation at Forrester’s Digital Transformation, I discussed how brands must address more rapid consumer evolution and the symbiotic relationship between man and machine. The biggest takeaway? One must understand where your CX stands now in order to develop an adequate strategy to shift it to an ideal state.
As an organization and its customer experience matures, specific hardware and software become far less important than the data that supports and is generated by said technology and the people using it. But it all starts with establishing a connected ecosystem and everything that enables it, including organizational structure and streamlined processes, robust data, and consistent metrics.
Once operating with a fully connected ecosystem, what’s in it is relatively irrelevant compared to the customer experience it generates with the help of an ever-growing network of data within and surrounding it.
Take West’s CX Strategy assessment to get started evaluating your current CX and then have a look at what your score says about next steps.