We’re in an exciting time in customer service where technology has captured customer’s imaginations of what CX could be.
Digital-savvy customers want every interaction with an organization to be personalized, contextual and friction-free—and they can achieve that level of seamless service with modern customer experience (CX) technology.
In fact, organizations poised to embrace a more digital-oriented customer service landscape stand to gain tremendous success if they make customer’s dreams of 24/7 customer service a reality. Adopting modern purpose-built artificial intelligence (AI) for CX can manage 100% of voice and digital interactions across all touchpoints—including voice, web, digital messaging, social media and mobile apps.
NICE is literally building a whole new ballgame in customer experience. In today’s rapidly evolving digital landscape, businesses must step up to the plate and adapt their project and change management methodologies to keep pace with the rapid changes and meet the high expectations of clients.
Just like fans eagerly anticipate the start of baseball season every April, businesses are drawn to the capability of modern CX technology to enhance customer interactions and propel business growth.
And just as teams prepare rigorously for opening day—ensuring they have the right lineup, strategies and resources in place—business leaders need to carefully plan implementation of CX technology to open a world of opportunities. By doing so, they can turn digital transformation into tangible benefits that drive solid business results.
Step up to the plate
Begin the process of digital transformation by taking the first step toward value realization. Think of the advancement of digital and AI technologies like a pitcher planning the best throw across home plate. They must be able to throw accurately and with enough velocity and finesse to locate their pitches precisely where they want them.
To prepare for shifts in customer demands and preferences, businesses must cultivate a flexible and responsive culture that allows for experimentation and continuous improvement. A one-size-fits-all approach is no longer effective. Companies must tailor their strategies to cater to their customers’ ever-changing needs.
Additionally, operational leaders should be proactive and adaptive to ensure projects stay on track and essentially hit the ball out of the park. Just like a batter facing a moving target, digital transformation requires constant reassessment and adjustments to stay ahead of the game.
Follow these six tips to master agility for the CX win.
Tip #1
Build a winning lineup for digital CX strategy
Assembling the right “team” of technology and strategy experts is critical for your successful transformation.
Digital leaders move four times faster than their peers, according to McKinsey & Company. Another McKinsey study found moving to an agile methodology can speed the release of new concepts and digital practices by 80%.
Just as a coach selects players based on their ability to adapt swiftly to real-time game situations, organizations must employ technology that can adjust strategies in real-time. Instead of swinging for the fences, teams should identify ways to improve their long-term game plan such as providing frictionless digital experiences and smart self-service driven by conversational AI.
Recognizing that not every swing will result in a home run during the digital transformation journey is crucial; setbacks are integral to the team's growth and eventual triumph.
Teams can refine their “plays” on the fly, delivering top-tier digital experiences that resonate with the shifting demands of their audience. Key areas for improvement resemble refining batting techniques, strengthening fielding across all positions, customizing transitioning for individual players and seamlessly transitioning between offensive and defensive plays.
To ensure victory, clear objectives, strategic priorities and a well-crafted game plan aligned with the organization’s overall digital strategy are essential.
With continuous learning and experimentation, organizations can adapt to new trends and technologies, innovate in response to evolving market dynamics and build lasting connections with their audience at every interaction, ultimately leading them to clinch a digital excellence championship.
Tip #2
Sweet spot of communication, collaboration
Like finding the sweet spot, effective communication and collaboration are essential for success in digital CX transformation. Hitting the ball with the sweet spot feels smooth and results in a trajectory that’s farther and faster.
Teams must cultivate a collaborative environment to adapt swiftly to evolving digital needs like a player adjusts their stance to connect with the ball perfectly. When collaboration is strong, organizational evolution aligns seamlessly when modern technology solutions are implemented, propelling the team and entire customer experience journey forward.
There are a variety of techniques to find the sweet spot in CX AI, with strong relationships playing a major role. Small firms and startups can capitalize on their smaller roster to foster dynamic collaboration and swift responses to technological shifts. On the other hand, larger enterprises—like powerful sluggers—can leverage their expansive resources and expertise to drive innovation and scale solutions.
Just as a batter adjusts their swing, overcoming challenges in digital transformation requires open communication, breaking down silos and fostering cross-functional collaboration. Only through agility and responsiveness can teams—regardless of size—implement CX AI technology effectively.
NICE’s Value Realization Services (VRS) can serve as your batting coach, enhancing communication and collaboration, guiding you to find the sweet spot in the evolving digital landscape, and hitting digital goals with precision and power.
Tip #3
Sliding into success when running bases in digital transformation
In the game of digital customer experience transformation, an organization isn’t just running toward a base; it's sliding into a strategic position that aligns with key objectives like financial growth, customer satisfaction and brand elevation.
Just as the game evolves, so do the methods and metrics of digital transformation, necessitating constant reassessment and adaptation of strategies. Stay fixed on your destination but remain flexible on your path, understanding that the journey is as crucial as the end goal.
As NICE CEO Barak Eilam said, “To achieve seamless consumer journeys, digital transformation must be integrated into your overall CX strategy.”
Digital transformation isn’t just about embracing technology; it’s about leveraging it to elevate core business outcomes. For example, organizations implementing NICE CXone can see a measurable shift in customer growth and retention with as much as a 350% ROI by perfecting CX with advanced applications.
It’s important to remember you’re on a transformative journey, and let your core objectives guide your digital efforts, just like a skilled player sliding into home base for the winning run.
Tip #4
Draft all-stars: Developing a value realization strategy
Any false starts in adopting modern CX technology can risk frustrating your customers and employees. Organizations looking to better connect with customers by adopting purpose-built AI for CX can benefit from experienced consultants to get the technology up and running to start seeing results faster.
NICE offers a deep bench of knowledgeable experts who understand how to shift dynamically between strategy, operations, governance, culture and process optimization. This helps individual businesses create a robust value realization strategy tailored to goals and challenges.
Embarking on your digital transformation journey is akin to assembling an all-star team to enhance the customer experience. With NICE as your coach, you can gain a comprehensive plan for digital capabilities, and understand how they synergize across the business and customer touchpoints to ensure digital success.
Through meticulous analysis of data, processes and the customer journey, NICE can help align every level of an organization with new KPI objectives to foster a culture of innovation and continuous evolution. Instilling a test-and-learn mentality and rewarding innovation helps embed value achievement into an organizational culture to exceed customer expectations. NICE VRS provides the expertise and guidance needed to navigate the ever-evolving landscape of capabilities, connections and customer demands, ensuring unparalleled customer experience.
Tip #5
Strong leadership helps hit digital CX out of the park
While they may recognize the importance of unified digital experiences, leaders struggle to connect their channels and create cohesive customer journeys. According to the 2023 CEI Digital CX & Engagement Market Study, just 15% of respondents felt their digital engagement journeys were truly connected across all channels.
In the game of digital transformation, strong leadership is akin to hitting a home run—it drives your team forward, fosters adaptability and creates seamless customer experiences across all touchpoints.
Innovation-inspired leaders can inspire continuous improvement, collaboration and accountability among team members, resulting in improved communication, heightened productivity and successful interactions that resonate with customers.
Actively connecting digital channels and creating seamless customer journeys helps leaders cure fragmented experiences, driving successful digital transformation and enhancing overall customer satisfaction.
Leaders savvy about the benefits awaiting them with the right technology partner should take the initiative to break down silos, unify their ability to meet customers across digital touchpoints and leverage AI engagement functions to propel your team toward victory.
Tip #6
The hall of fame: Real examples to unlock your organization’s CX potential
Organizations in every corner of the globe are striving to deliver the ultimate customer experience, strengthen brand value and boost efficiency. Why not join them?
NICE CXone empowers brands to achieve these objectives on one interaction-centric platform with rich CX capabilities and an AI purpose-built for CX to deliver truly remarkable customer experiences. NICE CXone, the only CX AI platform, delivers everything needed to orchestrate and optimize modern interactions.
Here are some examples of NICE success stories worthy of induction into a CX hall of fame:
Global streaming giant
With 10,000 agents around the world, a global streaming giant leveraged NICE CXone to make an impressive business pivot and centralized business operations in a short period of time. NICE CXone provided support to the contact centers through the pandemic and helped cut downtime, reducing the resources required for onboarding and enabling teams to make IVR changes within minutes.
It was able to increase efficiency, giving agents more time to focus on what they do best.
With CXone, the company:
- Reduced the size of the team needed for onboarding
- Increased accessibility of data and reporting
- Boosted workforce planning efficiency
- Reduced tech downtime to negligible levels
American multinational financial services company
A financial firm offering a full range of securities brokerage, banking, money management and advisory services needed an experienced technology partner to bring its CX capabilities up to speed.
CXone helped the firm meet the needs of today’s financial services customers by replacing 40 applications across 10 vendors, and delivering net new capabilities without significant in-house technology work while adding a powerful layer of security of analytics.
CXone expedited time to market with the ability to make incremental enhancements without outside consulting. Agents benefit from multi-channel scheduling, flexible schedules, automatic HR data integration, and single sign-on (SSO) convenience. Supervisors have streamlined access to call and screen recordings, improved monitoring and coaching options and real-time insights. Leadership can refine call routing, extract greater intent-based insights and more accurate speech analytics, and access a wide variety of intuitive dashboards.
Read more how this company earned a NICE CX Excellence Award.
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For more tips, read the Guide to Thrive eBook for six tips on how to manage transformation within the agile culture of the digital age to achieve ultimate success.
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Let VRS guide your CX AI transformation
NICE Value Realization Services (VRS) is here to ensure you thrive from day 1. We’ll partner with you to ensure your business gets the most out of our transformative technology.
We can help you build a “Transformation Roadmap” detailing the capabilities and products best suited to your needs and objectives.
We will guide you throughout each stage of your development journey with hands-on expert guidance to incorporate NICE capabilities across the portfolio, so your organization has a handle on how the solutions work together and integrate our technology into your business. We’ll make sure your team is empowered and equipped to leap into success.
Take the first step, and contact our team today.
