Building lasting relationships, not isolated results
Think of someone you used to know. What do you remember about them? For most people, many details are fuzzy, but how they treated you and made you feel is hard to erase, for good and bad. The same is even more true for businesses. Our experiences have a lasting impact on us, both positive and negative, influencing our opinions and relationships. Deals and offers may be forgotten, but customers will always remember how a brand made them feel.
Consumers interact with businesses within a lifecycle consisting of researching, purchasing, and using products or services. Understanding customer needs throughout this journey is essential for a business to offer positive, impactful solutions, but remedying friction points is not enough. Companies must assess every point of contact in their customer experience (CX) offering to identify crucial context, including customer priorities, challenges, constraints, and daily routines. Proactive, holistic understanding is vital to producing sustainable, life-changing CX outcomes.
But when it comes to creating memorable experiences, it isn’t always the result that matters most, but the
journey to get there.
While generating revenue through processes and procedures is essential, profit alone should never be the end goal. Anticipating and fulfilling the needs of customers is where the real value lies. By doing so, companies can foster meaningful connections and positively impact individuals’ lives. Personalized outcomes that build loyalty, trust, and engagement must be prioritized over output success.
However, the growing number of technologies has resulted in separate and siloed solutions that create challenges for all stakeholders involved in customer experience – consumers, agents, and businesses.
Consumers are left with disjointed experiences as data sharing across these point solutions is challenging.
Agents must navigate between different solutions, leading to a complex and frustrating work environment. And businesses struggle to deploy new capabilities due to complex integrations and endless upgrades.
To address these challenges, we built CXone – a complete cloud platform for AI-driven customer experiences to manage all interactions inside and outside the contact center. With CXone, businesses
can improve satisfaction, customer acquisition, and retention while providing fair evaluations, flexible
scheduling, and effective tools for optimal consumer experience.
When CXone meets Enlighten, the real magic happens.
This article is posted at nice.com
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