Change Management and the CX Assessment
For companies that rely on customer-centric operations, delivering a good customer experience is paramount. However, what customers want from a particular organization’s CX can vary widely, meaning that each company’s CX strategy and design should be tailored to the needs of its customers.
So how do businesses figure out what, exactly, those needs are and whether their current CX strategies meet them? A CX assessment is a great way to evaluate your current CX initiatives and identify customer needs. This assessment gives you a picture of the present, helps you chart out what changes you need to make in the future, and determine how those changes will impact both your customers and your business.
In the modern economy, 89% of businesses compete on customer experience, not on product. This is why delivering a top-notch experience is so important. Performing a CX assessment goes beyond the traditional customer survey and delivers updated benchmarks and actionable metrics to execute your CX strategy now and in the future.
A comprehensive assessment not only helps you create a plan that addresses the true needs of customers, but also guides you in adopting the right technology to support your CX strategy and design.
With poor customer service costing companies billions every year, a CX assessment helps maintain a competitive edge and differentiates your business for the right reasons. However, for a CX assessment to be effective, everyone in the company needs to be aligned with implementing change.
Implementing a new CX strategy requires strong change management because it impacts departments across an organization.
It’s important to first recognize that some departments might have priorities that don’t fit perfectly with what you hope to achieve. In fact, one study found that competing priorities were the top obstacles when it came to implementing successful CX efforts.
CX change can sometimes meet the most resistance from people in charge of the current technology infrastructure. If a cloud-based migration is part of your strategy, for example, it could mean a big shift and a lot of work for the tech team. It’s possible that not everyone will be in favor of it.
The good news is that much of this resistance can be avoided. You just need to make sure you have the right strategy in place.
If you’re ready to make CX changes in your organization, USAN can help. We deliver cloud-based, omnichannel experiences that help you see through the lens of the customer. To find out more about our suite of contact center applications, reach out today.
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