By now, customer experience (CX) has moved to the top of every corporate agenda as the most pressing and critically important component of the customer journey. In fact, across all sectors including retail, health care and construction, studies show that a robust CX strategy is key – with 82% of business decision-makers making CX processes a high priority in the upcoming year. And of this group, the breakdown of their objectives over the next 12 months looks like this:
- 58% are focusing on improving the QUALITY of CX
- 51% are looking to ensure SECURE and SEAMLESS customer experiences
- 51% want to INCREASE REVENUES
So, if CX has become the hot topic and holy grail of the business world, is that translating into an increase in the quality of CX being delivered? The short answer is “no”. For example, when we check back with our group of decision-makers, while 75% consider that quick resolution of customer issues across digital channels is important, only 25% believe they’re actually achieving this. In fact, a new global study shows that MOST business leaders feel that their current CX platforms are missing key features that prevent them from being able to provide that critically important customer experience.
This troubling trend is reflected across the board in all customer-management processes, and the numbers speak for themselves. For example, regarding the ability to take action and quickly resolve customer issues across all digital channels, only 25% of companies feel they have the ability. When it comes to the ability to assess, analyze, and act on market, customer, and competitive insights, only 29% are claiming success. And a meager 22% of organizations feel they have the ability to prove the ROI of CX investments while only 20% have the ability to take the right actions and prioritize CX improvements. Those numbers paint a daunting picture in a world that is increasingly dominated by customer experience.
When further breaking down these worrisome CX dynamics, it comes to light that one of the contributing factors contributing to an inability to provide good CX is the fact that 56% of organizations struggle to deal with one-on-one customer interactions on digital channels. Other issues point to a highly fragmented customer experience across multiple channels, a failure to recognize CX improvements in real-time, and a poor ability to detect potential crisis situations. And just in case you’re thinking that perhaps these organizations are dramatizing their CX positions and abilities, consumers themselves are echoing the belief that there are shortcomings in the customer experience – research shows that customer satisfaction levels are at the lowest they have been in five years. It’s an ironic situation: while CX is gaining prominence in boardrooms, with more senior CX specialists being brought on board, these advances are not being reflected by the experiences of customers. Interesting. And dangerous.
Here’s where it makes more sense than ever to partner with one of North America’s leading customer service outsourcing companies. Keeping in mind that with both organizations and customers being hamstrung by inefficient and outdated processes and platforms, Anexa – an award-winning outsourcing company in the customer service field – can help you turn the corner. We recognize that ‘customer experience’ has become a business specialty unto itself and have developed teams of talented agents that can seamlessly represent your brand and execute your CX strategies to their fullest potential. Factor in that these customer experience specialists are bilingual (Spanish and English), and highly skilled in omnichannel solutions – Anexa can show you the CX light at the end of the tunnel.
Give us a call for more information: we are Anexa.