Author : Marketing
Marketing
10/May/2021

Espire Infolabs is a global technology services company empowering businesses to drive growth with their customer experience and content services including digital content management, customer communication management, and content collaboration combined with integration, cloud, enterprise solutions, analytics, and robotic process automation.


Tips to Optimize your Customer Experience at Scale in 2021 & Beyond

Businesses world over have adopted a digital-first approach, not just by deploying the state-of-the-art tools and technologies to optimize business functions but also delivering omni-channel experiences for garnering a higher customer lifetime value.

Not only are customer choices, priorities and habits complex but so are their purchase patterns. It is becoming increasingly complex to identify the preferred channel used by the customer to access the web, visit a brand website or even read this blog post! Thus, there is an urgent need for businesses to leverage cutting-edge technology to optimize their customer journey and experiences for building a lasting relationship with their existing customers and reach out to the prospects.

In this blog, we will discuss how brands can optimize their digital customer experience initiatives to gain optimal returns in 2021 and beyond.

1) Understand your Audience & Their Needs

Most brands create communications that are centred around their own products- highlighting their distinct features, such a siloed messaging often creates a disconnect between the brand and its customers. To deliver impeccable customer experience, brands need to put in a deliberate effort to analyse customer pain points, conduct competitor research to position their brand as a one-stop solution addressing all their customer needs.

Understanding your audience is a pre-requisite for creating engaging customer experience that drives customer loyalty.

Sitecore upgrade why how and why now blog banner

2) Evaluate Customer Expectations & Map Customer Behaviour

In this competitive world of business, where brands are in a constant battle to deliver digital customer experiences that stick and become the preferred choice of customers, it is imperative for brands to evaluate customer expectations and map customer behaviour.

As per a Salesforce report, 76% of customers expect your brand to understand their needs and expectations.

While customer expectations continue to evolve with time, research suggests that there are four major factors that determine the success of your customer experience strategy:

  • Delivering omni-channel connected customer journeys
  • Deploying personalization at every step of the customer lifecycle
  • Leveraging Artificial Intelligence and Chatbots for improving customer service
  • Ensuring data security and protection

A brand’s customer experience strategy is driven by content, businesses must leverage their customer interactions to map customer behaviour and create unique customer communications across the entire customer lifecycle. Customer behaviour mapping helps brands develop a holistic perspective of the customer persona to create personalized content which improves customer experience.

3) Focus on Customer Engagements

The COVID-19 pandemic has taught brands the important lesson of compassion and the value of creating human connections. As more and more customers connect with brands digitally, brands must not focus on the volume of the content being delivered but on creating content that engages and inspires.

Brands must evaluate their content strategy to identify bottlenecks that are hindering their brand’s customer experience like:

  • Absence of call-to-action
  • Too much irrelevant content
  • Different CX across multiple channels
  • Complex customer feedback forms and many more

Leveraging a centralized customer experience platform can help brands deliver greater customer communications at scale and build lasting customer relationships.

4) Leverage Automation for Improving Customer Service

The rise of artificial intelligence and chatbots have enabled brands to deliver greater customer experiences across all customer touchpoints. Gone are the days when customers would patiently wait for hours on the customer service helplines to get their issues resolved! The tech-savvy customers of today prefer self-service portals with easy FAQs and 24-hour service.

According to IBM, chatbots can save up to 30% in customer support costs and can help businesses significantly improve their response time and answering up to 80% FAQs.

Leveraging automation and deploying chatbots will not only help businesses improve their customer service but also save operational costs and enable faster time to market.

Speed up CX Transformation by over 50% with Quadient & Achieve Rapid ROI

 

5) Design & implement an omni-channel CX strategy

As per a report by Google, 85% of digital consumers start the purchasing workflow on one device yet finish it on another.

It is impossible for brands to decipher how and on what device their products and services are being accessed by the customers. Customers interact with your brand on multiple devices – mobiles, tablets, desktops, laptops etc, however they please and whenever they want, why is why, designing and implementing an omni-channel CX strategy is imperative for brands looking to maximize their business growth. Brands must deliver a seamless customer journey across multiple touchpoints to facilitate a cohesive customer service experience.

Customer experience in 2021 and beyond will encompass delivering personalized and contextual communications to the customers across all touchpoints and at the right time. It is time for brands to choose whether they’d want to adopt digital transformation and lead the pack or remain laggards.

Espire's endeavour to deliver customer-centric, digital & customer experience transformation solutions, and total experience by covering end-to-end services of multi-experience (MX), user experience (UX) and employee experience (EX) will continue to remain our consistent focus in the years to come as we march towards our mission to have positive impact to our client’s revenue and profitability.


MORE FROM OUR BLOGS

Designed a DXP Platform to Enhance CX for a UK-based Integrated Marketing & Communications Company

A leading UK-based integrated marketing & communications company which assists businesses in brand deployment, digital transformation, marketing communications and driving customer experience across all digital channels, One of the primary challenge sighted by the client was an absence of an Intranet Portal, which would act as a scalable DXP solution to onboard as many clients as needed

Improved CX & Student Engagement for a Leading Australian University

A leading Public University with seven campuses across Australia.This Australian University is ranked in the top two percent of universities worldwide by the Times Higher Education World University Rankings 2020 & is the number one Catholic university in the Asia-Pacific region.

Achieving Superior Digital Student Experiences in ACU with Personalisation, powered by Sitecore

Achieving Superior Digital Student Experiences in ACU with Personalisation, powered by Sitecore | Winning Students in the Digital Age With a Customer Experience that is Scalable & Personalised Via Sitecore

A Niche Technology Company Enhances its Global Sales Operations Management

Implementing Sales Cloud From Salesforce.com Enhances Global Sales Operations Management for a Niche Technology and Digital Services Company, Specialists in Customer Journey & Customer Experience Managementwith exceptionally designed digital experience solutions.

Designing an advanced technology ecosystem to improve CX for a leading Australian Superannuation Fund Company

An Australian superannuation fund company which provides financial advisory services, insurance and other investment opportunities to all its clients and members

Accelerate your digital transformation with espire sitecore consulting assessment services

Espire Infolab’s Sitecore Consulting and Assessment services will help your business fast-track DXP goals and build resilience to mitigate any business challenges posed by the next normal in 2021 and beyond. With Digital Customer Experience (DXP) transformation, brands can personalize the end-to-end user journey of customers and build lasting customer relationships. Sitecore, a world leader in the DXP space, helps brands create and deliver contextual and personalized content seamlessly

How to get started with sitecore experience optimization for achieving your cx goals in 2021

Sitecore’s Experience platform capabilities with its marketing automation and experience optimization tools will act as a game changer for brands as they will have a crystal-clear view of their content creation stages right from inception to execution to delivery, for driving higher conversions and customer engagement.

Conversational ai the key differentiator to offer exceptional cx in coming times

The tech-savvy customers of today expect their issues to be resolved with a tap of a button. As a response to this rising need of the customers, most enterprises are turning towards chatbots and deploying conversational AI to address the queries of the customers. Such self- service customer portals improve customer experience and service efficiency

Tips to optimize your customer experience at scale in 2021 and beyond

Businesses world over have adopted a digital-first approach, not just by deploying the state-of-the-art tools and technologies to optimize business functions but also delivering omni-channel experiences for garnering a higher customer lifetime value.

Adopting total experience transformation to tackle business challenges and drive customer loyalty

The concept of delivering enhanced customer experience, the role of multi-experience with the development of IoT devices and advancement in AR/VR domain, has been a popular concept in recent years.

Subscribe To Our Blog

By clicking on "SUBSCRIBE NOW" you acknowledge having read our Privacy Notice.