CINNOX is a Total Experience SaaS platform that elevates customer and staff experiences with innovative omnichannel engagement and analytics solution.
The COVID 19 pandemic rounded off the decade with greater disruptions than the previous years and accelerated the pace of organisations' digital transformation like never before.
Brands put in place digital options such as conversational AI chatbots in rapid response to the influx of customer interactions switching from physical channels to digital. However, while these measures raised the efficiency of customer interactions, it failed to raise the bar for customer experience (CX) quality.
For this large scale project my team and I partnered with Forrester to help us with the research and market study process. We've been heavily involved in every step.
We've commissioned Forrester to create custom survey questions asked of 1,200 consumers who have interacted with brands for purchase and/or customer service/support in the past six months.
Based on these key findings and keeping the main problem in mind, we have decided to organise a workshop to brainstorm some ideas. We included key persons from different departments across the company. This will help us to come up with a solution that everyone was part of.
To create CX solution that exceeds customer expectations, we should:
• Map out CX initiatives around consumer personas to provide tailor-made, contextual CX. To deliver superior CX, a one-size-fits-all approach does not work. We need to be flexible and cater to different customer expectations.
• Aggregate data across the customer journey to develop a 360-degree view of customers. A unified set of customer identity, journey touch points, and conversational data can provide better understanding of the consumer personas.
• Measure both quantitative and qualitative aspects of CX. Over focusing on quantitative metrics (e.g., operational efficiency, cost reduction) may sacrifice the emotional aspects of the customer experience.
If you want to learn more, see more screens or even experience a prototype for this project, please get in touch!
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