CX SuccessAs companies better understand how customer loyalty impacts revenue and profits, most want to take immediate action to improve.  While not the only factor, technology can be the key element in quickly driving a customer experience (CX) strategy change.

But, here’s the rub:

  • You and senior management want results now, not six months down the road
  • You may be looking at long cycles just to plan and implement the technology
  • You have diverse departments and managers all with varying interests and agendas
  • You end up in a catch-up mode with competitors, placing more stress on the situation

Inevitably, three questions emerge out of all of this confusion…

  1. How can I shorten the entire cycle and get this project done faster?
  2. How can I get all managers across departments working together?
  3. How can I get ahead of the CX technology curve and become a leader, not an also ran?

In a recent blog from Harley Manning of Forrester Research, he wrote, “First, emulate the approach to arriving at differentiated solutions, not the solutions themselves. Too often, organizations see the end result of a customer experience strategy, whether it’s a Genius Bar at an Apple store or a mobile app offered by a competitor, and simply copy it. Bad idea: You can’t copycat your way to differentiation.”

One way to speed up projects is to find out what other successful companies are doing.  Companies often ask, “If you’ll just tell me what other companies are doing…just give me their best practices, we’ll do that.” A word of caution: Don’t confuse best practices with results or success metrics?  When people ask about best practices, what they really mean is: “What are the results that other companies are getting, and how can I get those same results quickly?”  Make sure you are focused on what it take to get results.

So what else can you do to understand the benefits of technology in your marketplace and also avoid implementation pitfalls that can crush an initiative because it takes too long to realize value?  Many times an important best practice for a CX solution area involves simply avoiding planning errors and understanding risks that increase implementation cycles.  Because Genesys works with a wide variety of companies across many different industries, we have a unique perspective in understanding what technologies are most effective, and especially how implementation methodologies can make or break a project.

It’s become pretty obvious that the pace of CX technology adoption is becoming extremely fast.  Here are three tips for successful CX projects:

  1. Select a business area that is primed for early adoption.  Characteristics include a motivated management team, and simplified structure and requirements vs. the entire company.  This also helps reduce the number of managers working on the project.
  2. Maintain a manageable scope: Don’t try to do everything all at one time.  Work with your solution provider to plan a phased approach that includes definite milestones that can be achieved quickly.
  3. Learn from companies with successful CX methodologies: Work with a vendor that knows what works and what does not. Again, it’s not about copying what other companies have done, but being able to emulate what the most successful companies on the planet are doing.

Genesys takes a proactive approach to sharing the most successful practices for customer experience solutions and implementations, capturing critical worldwide expertise that allows your company to balance cost and risk mitigation issues with rapid time-to-market.

To learn more, check out how Genesys Services can help you. You can also see our Roadmap to Success from Genesys Business Consulting.

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Dudley Larus

I'm passionate about improving the customer experience Dudley Larus is a senior principal consultant in the Genesys Professional Services organization working with customers on their cx projects as a business analyst. Previously, he was part of the Genesys Product Marketing...