Personalise your digital customer experience
The customer experience (CX) can determine whether a business thrives or fails, is warmly recommended or brutally disparaged. It’s crucial that businesses provide enjoyable, adaptable and intelligently delivered customer experiences across multiple channels, from voice to email and SMS to social media. These experiences should also be seamless: if a customer hops from a chatbot to a call centre agent, for instance, they shouldn’t have to repeat their query.
In recent years, many businesses have significantly improved digital customer experiences to enable more self-service and personalisation, and deliver these seamless interactions. But if you wander beyond the glossy front-end of some digital CX channels, you may encounter a customer service operation that is still decidedly analogue.
Breaking down silos
Historically, many organisations have been hampered by a siloed approach, with ownership of contact centre operations, digital channels, technology and data sitting in different parts of the business. “This makes it significantly more difficult to leverage the potential of data, analytics and AI-enabled technologies,” Pattman says.
Breaking down these silos can help companies to deliver the kind of personalised customer experiences that are highly valued and increasingly expected. “For example, when a customer gets in touch with a contact centre and the interaction requires them to speak with a customer service agent, if that agent has the customer’s history with the company and personal details to hand, they can deliver an experience with a personal touch,” says Craig Farley, head of consulting at IPI.
Read the full insight at Raconteur to learn how AI and automation tools can add a personal touch to your CX.
Craig is Head of Solution Consulting at IPI. With over two decades of experience in the dynamic world of contact centres, he’s seen the industry evolve, and evolved with it. Craig’s journey began with hands-on operational roles, focusing on technology, resource planning, and leadership.
Throughout his career, Craig had the privilege of collaborating with global brands, empowering them to harness cutting-edge technology and streamline their operations. Today, Craig leads Solution Consulting at IP Integration, where we leverage our extensive industry experience to help clients deliver exceptional customer experiences.
