Even the highest-performing service organizations need to know where they stand among their competitors and how they can continue to raise the bar to maintain their leadership status.
You can find answers in the 2022 CX Accelerator Report , where CX organizations are categorized according to our CX Maturity Model scale and classified as CX Beginners , Emerging , Advanced , and Experts. Each group faces its own unique advantages, disadvantages, and opportunities to set up teams for even greater success in the future.
Here we focus on CX Experts. This group has strategically invested in solutions that enable them to scale and hit critical milestones, but Advanced is hot on their heels and quickly closing the performance gap. This year, even CX Experts report seeing an increase in resolution times and fewer one-touch tickets, leading to more effort and frustration from the customer perspective. There’s never been a better time to leverage real-time reporting and lean into areas where you can deflect easier-to-resolve tickets.
Stay one step ahead: Identify areas of vulnerability
If you’re at this stage of CX maturity, then you know the value that a service organization — your service organization — brings to the business. At this point, you have a support system that’s well-integrated with other core business applications, and you’re leveraging customer data for the benefit of everyone.
Reaching CX maturity doesn’t mean there’s no room for improvement. Here are the challenges organizations at your level continue to face:
For the most part, you're delivering optimized experiences across all touchpoints with a good balance between agents and bots, but you may need to adjust your hybrid support strategy.
You're not quite there yet when it comes to regularly reviewing team performance and customer journey metrics with senior leadership
Data fragmentation across legacy tools and applications is a major problem
You could improve performance metrics through tools and training
Performance metrics may be off, but you can mostly correlate the data collected with specific interactions to meet business KPIs
How to leave the Advanced behind
Don’t want to rest on your laurels? There are plenty of things you can do to address common challenges and prevent competitors from overtaking your significant progress, especially when current economic conditions put pressure on teams to do more with less.
Support your customers:
Make the most of AI and indian address list machine learning tools. Offer proactive purchasing recommendations through interactions with automated bots.
Get customers to the right place, every time. Use machine learning or AI to recognize when an interaction is sensitive or you should bypass chatbot flows immediately, to get the right level of service.
Strengthen your support team with tools. Leverage self-service, no-code bots, app integrations, and reporting to boost efficiency and build stronger internal support teams.
Develop stronger customer relationships. Create personalized customer experiences using past interaction history and other important contextual data. Consider interactive options like in-message payment options that prioritize convenience and keep you one step ahead of customer needs.
Support your agents:
Use AI to take the load off agents. Machine learning can provide recommendations and context to agents.
Prioritize quality, not quantity. Focus on getting the key apps for a complete view of customer data integrated into a single agent workspace. That means no more flipping between screens to understand exactly who a customer is and how best to serve them at that moment.
Connect the data dots. Invest in a flexible, easy-to-use platform with integrations to drive informed, data-driv