Navigating the Complexity of CX

Customer Experience is getting more complex, this talk shows how to navigate this by simplifying it down to a few key areas. We wil also discuss creating a CX Center of Excellence by combining the strengths of humans and AI.

Transcript

1. Navigating the Complexity of CX ElevateCX London - November 8, 2024 Craig Stoss VP of Partner and Customer Success
2. —Alice Munro, Author “The complexity of things - the things within things - just seems to be endless. I mean nothing is easy, nothing is simple.”
3. —Jack Dorsey, Founder of Twitter “My goal is to simplify complexity. I just want to build stuff that really simplifies our base human interaction.”
4. 01 Simplifying At base level, what do your people and technology need to do? Outcome Ideas to get on top of the trend Why? Why is CX getting complex? 02 03
5. So what is happening? People Your customer base is demanding new things: Personalization, Speed, Self-service, guidance, frictionless experiences Technology The market is more crowded than ever with tools that vary from snakeoil to pure gold and everything in between
6. People 55% of consumers value knowledgeable staff 76% of consumers expect personalization in their interactions with brands 73% of consumers expect more interactions with AI https://www.zendesk.com/blog/why-companies-should-invest-in-the-customer-experience/
7. Technology 50% of customers are willing to share personal data for a more personalized experience 86% of consumers approve of brands using artificial intelligence https://www.forbes.com/advisor/business/customer-experience-trends/ Case Studies from: https://www.zendesk.com/blog/ai-customer-experience/ 80% One touch resolution rate 83% Improvement in FRT $1.3m Cost Savings
8. Simplifying CX Agents Effective ways to handle: 1. Repeatable Tickets 2. Action-based Tickets 3. Unknown Tickets Managers Need to make fast decisions and changes: 1. Update Knowledge 2. Shift Schedules 3. Capture Trends and Gaps Execs Need Strategic direction 1. VoC Insight/Analytics 2. Budget Customers Beneficiary
9. Outcome Humans + technology = CX Center of Operational Excellence
10. What is a CXCOE? Lower Staff, More Value • Support operates with fewer agents • Freed from repetitive tasks • Engage in value-driven customer interactions • Upskilled in industry or products • Success and Support will merge for high personalization and knowledge • Shift to a proactive revenue driver Diverse, Customer-focused Operations • Support's remit will expand to data analysts, conversational AI specialists, technical writers, etc. • Contributing to support and cultivating specialized skills for long-term career growth • Deliver insight and strategic value with fewer resources, • Become a central asset for customer satisfaction and business growth
11. CREDITS: This presentation template was created by Slidesgo, including icons by Flaticon, and infographics & images by Freepik. THANKS! craig@kodif.ai http://kodif.ai http://stoss.ca https://www.linkedin.com/in/cstoss @cscxtips