Last week we were thrilled to kickoff our first Genesys G-Summit which brought leading US companies together to discuss the keys to creating NextGen Customer Experience for the Digital Age.
It was a great day of new ideas, networking and interactive demos in our NextGen CX IdeaLab, but the roundtable discussions proved once again to be the most insightful portion of the day as attendees discussed what it takes to deliver exceptional next generation customer service.
A common theme was the need for additional customer experience ecosystem investment to support digital channels. In order for that to be successfully implemented, a dedicated Customer Experience Leader or a Chief Customer Officer needs to be there to help the organization manage the change that is associated with digital transformation and enable more cross functional collaboration.
Not surprisingly, the majority of firms in attendance did not have a named C-level individual responsible for customer experience and most had multiple business units and functional organization managers who owned the many different channels (web chat, social, voice, video, phone) that comprised customer service. This often resulted in disjointed and inefficient customer journeys and suboptimal customer experiences.
So, as one rountable mused – perhaps it’s time for a “CX Intervention”? A CX Intervention brings key business unit and functional team members together across marketing, sales, customer service and payments to not only resolve customer engagement issues, but also to design and build better omnichannel journeys that deliver a seamless customer experience, deeper customer engagement and greater customer loyalty.
Does your company need a CX Intervention? If so it’s time for change. The digital business age is upon us and the companies that deliver great omnichannel journeys will be the winners.
Want to know more? Join us at our G-Summit next week in Los Angeles, or any of our upcoming G-Summits around the globe, where we will be sharing, networking and demonstrating the keys for creating next generation customer experiences.
Can’t make it to an event? No problem! Join us at our upcoming webinar with Tony Costa of Forrester to learn how to Orchestrate Omnichannel Journeys for an Effortless Customer Experience.