Improving customer experiences involves a clearly defined strategy that spans across all customer touch points, all interaction channels, fulfillment processes, issue resolution processes. Focus has to be on improving ease of use, ease of access, availability, faster response times, accuracy of responses, clear and unambiguous communications, resolutions within committed timelines.

Customer has to feel confident that their request will be serviced / resolved effectively, fast and to the best of efforts. Confidence builds trust. Trust gets you a loyal and paying customer.

How many of the CX leaders across enterprises have tried to go through their own bot flows or self-service flows or customer service experience? Not many. The question is do we ourselves like the journey that we are leading our customers into? If the answer is NO, then you need to rectify it till you are convinced that your customers would want to embark on that journey.

Customer self-service journeys are often like going down a dark, unmarked path, where customers usually get lost and dump their interaction altogether.

The CX leaders and the top level of the enterprise has to be convinced that delivering a differential experience to their customer, is the only way to attract and retain customers in the long run. CX should be seen as a business enabler and not as a cost of doing business.

CX is not a C-level game only. Successful CX implementations are not possible, if the employees, who are ultimately interacting with the customers, do not align with the enterprise CX goals. In order to achieve that alignment, an enterprise wide CX orientation, coaching and performance tracking has to be adopted and has to be a continuous and on-going practice. This has to be done in a manner that is interesting, non-intrusive, collaborative and rewarding.

AI is being looked at as a magic wand that will bring out CX transformation from a hat and help an enterprise deliver better experiences overnight. That is farthest from the truth on the ground. At VION, we have the experience of having implemented some of the most complex and vast transformation projects, and have observed that AI without human touch always fails to deliver a confident interaction to the customer. Identifying the right balance between high tech and human touch is critical.

All of the above will bear results only if the implementation is done right. At VION, we have been the preferred CX partner to all of our clients, solely because of our close proximity support and hand-holding that helps our clients adapt to the CX changes quickly, correctly and embrace CX as part of their enterprise DNA. That is the key to being a CX champion as an enterprise as well as an individual