Map customer experience metrics to overarching business objectives. For instance, connect measures like cost to serve with profitability, correlate Business Problem customer loyalty and lifetime value with revenue growth, or align employee satisfaction scores with customer satisfaction and metrics. This should enable CX leaders to articulate the financial impact of their initiatives to C-suite stakeholders.
2. Start with the Business Problem
Reverse the traditional approach of defining accurate cleaned numbers list from frist database goals and building a business case for a CX initiative. Instead, start with defining the problem that needs to be solved. “Rather than asking, ‘How do I prove the business case?’ many leaders are flipping the script and saying, ‘If the goal is to increase customer retention or drive use of a product, how would we or could we change the customer experience to make that happen?’” said Burns in the webinar interview.
3. Leverage Advanced Analytics
Analytics tools powered by AI allow organizations to draw connections between CX and business outcomes. Predictive models can forecast the impact of specific
CX initiatives on metrics like churn reduction limiting the number of authorization attempts or increased revenue per customer, for example. And AI-driven journey management solutions can reveal opportunities to streamline interactions and remove roadblocks
that can improve customer satisfaction and Business Problem reduce service costs. Nearly 60% of CX leaders surveyed expect that adopting
AI in the customer experience will increase customer loyalty and lifetime value. And 42% say one of their top strategic CX priorities is enhancing email leads database their data capabilities for real-time insights, analytics and reporting.
4. Optimize Employee Experience (EX)
A seamless employee experience is the foundation of exceptional CX. Employees equipped with intuitive tools, real-time insights and targeted Business Problem coaching are empowered to be more effective in delivering the empathetic and efficient service that customers demand. Organizations with advanced workforce engagement solutions are more likely to have lower turnover and higher productivity. Nearly half of organizations surveyed already use WEM and agent assist and about another quarter plan to add these tools in the next 18 months. These plans are vital to streamlining the employee experience and enabling agents to better meet customers’ needs and expectations.
