It’s natural to start designing an omnichannel customer experience (CX) with vision. For example, do you envision creating a 360-degree view of the customer to accurately predict and anticipate customer needs? Or, do you see creating an effortless experience that delivers a consistent experience as it transitions across multiple touchpoints and provides both added value and access to a live agent?
Once they have a vision, many companies jump right to functional requirements, skipping the important step of defining the actual customer experience. It is critical that you consider how to design a memorable experience in the customer lifecycle that maps to the needs of your particular customer segment and aligns to your brand values.
Here are six best practices to help you design and implement that experience.
1.) Identify Your Target Customer Segments and What Matters Most to Each of Them
2.) Baseline the Current Customer Journey for Each Segment
3.) Prioritize Where to Focus and Map Out the Better Customer Journey
4.) Identify the Customer Experience (CX) and Operational Metrics to Measure Success
5.) Adjust “The 3Rs” (Resources, Routing and Reporting) to Operationalize the Experience.
6.) Use Context and Extend Beyond the Contact Center.
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We at Cielo would like to thank Genesys, the market leader in omnichannel customer experience (CX) and contact center solutions in the cloud and on-premises, for providing us this sensational industry insight.