Customer expectations of the customer experience have never been higher. Among those expectations is that organizations embrace digital solutions that can deliver personalized, convenient, and frictionless experiences. Increasingly, customers expect an omnichannel, contextual offer that puts them in the driver’s seat wherever they are.
If your organization is still helping customers from an analog call center or mail room, it’s time to move into the digital age. Here’s how to make that happen – even if technological solutions are new to you.
1. Nurture a Supportive Environment
Being able to move on to new practices or technologies quickly is vital. But if your workforce or company culture isn’t aligned with digital advances or pivots, you’ll face an uphill battle. Strive to gain buy-in from throughout your organization, come bearing research, and ensure that key team members are empowered to course correct or adopt new technologies as needed quickly. Build ongoing education into your workforce and ensure that your whole organization understands the value of a digital transformation. The more they “get” the value of a digital transformation, the smoother that transformation will be.
2. Emphasize Communication and Collaboration
We all know the danger of organizational silos. When embarking upon a digital CX transformation, collaboration matters. Work to break down functional silos and embrace a cross-functional approach where everyone gains insight into the approaches, responsibilities, and achievements of each department. Think of this as an opportunity: your whole organization benefits when each department can learn from each other and ask questions about their practices and procedures. When each function understands the benefits, they’ll receive from a digital CX transformation, they’ll be more likely to support it.
3. Build a Business Case
Employees and executives alike are wary of the idea of “tech for tech’s sake.” Before embarking upon a major digital transformation, design a business case that outlines the need or opportunity, the benefits and risks, the timeframe, costs, and the proposed impact on operations. Explore solutions and vendors to compare capabilities, cost, and alignment with your organization’s needs. The more you can prove the need for and value of the transformation, the more engagement you’ll see from stakeholders. It’s hard to oppose a new idea if the research is there to back it up.
4. Know your Customer Journey
No two organizations are alike. The specific roadmap for your digital customer experience transformation will depend on your niche, your customer demographics, and your existing touchpoints. Do your research to know how your customers prefer to engage with you, their CX pain points, and where the opportunities lie. The more you know about your customers, the better you’ll be able to meet their CX needs – and the more value you’ll get from your digital transformation efforts.
5. Work With a Knowledgeable Vendor
At ACD, we work with businesses, organizations, and non-profits of all sizes and with varying tech stacks. Whether your goals are to maximize giving, reduce inbound calls, or give your product development team insight into your customers’ needs, we’re here to help you design a solution that works for you – and your customers.
We focus on:
- Flexibility
- Reachability
- Convenience
- Personalization
- Security
Ready to transform your CX and your bottom line? Talk to the team at ACD. We offer turnkey, two-pronged customer experience solutions that can be tailored to fit with your existing tech stack or your sales software, ensuring a seamless fit with powerful visibility. Go digital with ACD today.
