Hindsight May Be 20/20 But CX Needs a 20/20 Vision
By Mandy Reed, Global Head of Marketing
They say hindsight is 20/20, but companies can’t afford to rely solely on hindsight when it comes to their customer experience (CX). They should, of course, learn from past successes and failures and pay attention to the feedback from both customers and employees. However, that’s not enough to attract new business and build a loyal customer base. Companies also need to have a 20/20 CX vision.
Recently customer service and experience expert Shep Hyken tweeted his thoughts on customer service, pointing out the fact that “customers are getting smarter and expecting more”:
Some people claim that customer service is getting worse. I disagree. Customers are getting smarter and expecting more. The customer service “bar” is raised by great companies who teach us what good customer service should be.
— Shep Hyken (@Hyken) January 5, 2020
That “expecting more” includes effective service across touchpoints. For organisations, that means offering end-to-end engagement that blends self-service and human assisted support options. Just as each company is unique, so should be their chatbot, virtual agent and live chat strategy – there’s no one-size-fits-all approach that guarantees success.
Frost & Sullivan has identified 2020 as the year CX will overtake product and price as the number one way by which companies will differentiate themselves from the competition. There’s no avoiding the reality that it’s more important than ever to effectively serve and engage customers across touchpoints. It’s key that organisations work with a vendor that has the right tools and expertise to help them create and implement a chatbot, virtual agent and live chat vision that is unique to them and their customers.
To help get you started, the expert team at Creative Virtual has put together a new guide: Creating a 20/20 Vision for Your Chatbot, Virtual Agent & Live Chat Strategy. The guide includes:
- Three steps for creating a successful chatbot, virtual agent and live chat strategy
- A checklist for selecting and partnering with the right vendor
- Tips for using existing chatbot projects and live chat transcripts to jumpstart your vision
The new year is all about looking forward, so learn from your 2019 CX hits and misses but also take the time to map out an updated vision for 2020. Make it your resolution to be one of those “great companies” Shep Hyken referenced in his tweet this year. Download this guide for creating a 20/20 vision to get the inspirational juices flowing with our actionable steps, tips and vendor checklist.
