You’re starting a new customer experience role. What are the most important technologies to know?

This question might be a bit tricky because I already have extensive experience in the Customer Experience or Customer Success journey, but I'll write my point of view. Well, I suppose from a professional standpoint onward need for a technological tool that this provide agility and quality in customer service with quick responses for both: the company and the customer. This is crucial!! For managers, a high-tech tool for data extraction and analysis can assist them in making important day-to-day decisions.

Ok, simmer down people. You're starting a new Customer Experience role and the first thing you think of is AI? You've got bigger problems buddy. Get down in the weeds and understand who your clients are, start with a basic CRM and get to grips with the basics. Until you have a solid foundation of customer understanding you're going to be looking for a solution that doesn't understand your business or your customers needs.

You shall be clear on what is your defined MVP for a CRM system and decide if you want to onboard a CRM from the market or create your own CRM. Before you dive onto the market to close the CRM, make sure your requirements are calibrated with Product & tech team. CRM shall be able to feed the VoC analytics tools seamlessly. MVP shall also tell you if you need a ticketing system or a workflow capability also to bring organisation on same single CRM to drive accountability. Social listening tools will be absolutely important & marketing/growth teams shall be aligned to drive it. Feedback management system shall be well crafted to ensure VoC of customer is well tracked and projects shall be prioritised for better user experience

Salesforce, Zendesk, Freshdesk and so on... CRMs is definitely your most valuable asset when designing your customer experience. You can delight someone you don't know. Having data on your customers is key (profile, behaviour, segment, complaints, preferences, feedback...) to build a lasting relationship.

ServiceNow and Salesforce. That's my initial answer but very nuanced depending on the industry, etc. There are many other players in the industry that can track this information.

In stepping into a new role focused on customer experience, it's important to get a handle on some key technologies. First up, we have CRM systems like Salesforce or HubSpot. These are super helpful for keeping track of customer interactions and info. Next, let's talk about communication tools. Things like live chat software, social media management platforms, and email marketing tools. These help us stay connected with customers and offer support whenever they need it. Lastly, keeping an eye on new tech like AI and chatbots can be handy. They can automate tasks and make interactions smoother for both us and our customers. So, getting comfy with these technologies will definitely help us ace our new customer experience gig!

Understanding customer experience (CX) means looking at every step of a customer's journey with a brand, from when they first hear about it to their loyalty and return. Many people work together to shape this experience, including customers, those who offer support, marketers, product creators, and company leaders. Tools like Salesforce and HubSpot track customer information, while Power BI and analytics dashboards reveal customer behaviors and preferences. Survey tools like SurveyMonkey collect feedback directly from customers. Together, these technologies provide insights that enable companies to understand and enhance the customer journey, making improvements where needed to keep customers satisfied and engaged.

Definitely CRM is a must, but why stopping there? If you could have an incredible tailor made solution by Salesforce!! What is a MUST is to count with a business technology partner and not just a vendor who takes orders.

CRM platforms like Zoho CRM, HubSpot, also i will use Communication tools like Zoom, Ticketing system such as Freshdesk, Analytics tools like Power BI, Additionally, staying updated on emerging technologies and industry trends will be essential for continued success in customer experience management.

1. Customer Relationship Management (CRM) Systems 2. Customer Support Omnichannel tool 3. Voice of the customer gathering tool 4. Self-service and Knowledge Management Systems 5. Data analytics

Analytics tools dive into your customer data, showing you what's working and what isn't. By tracking website traffic, customer behavior, and satisfaction, they help you spot trends and make informed decisions to improve your customer experience. This means you can adjust your strategies based on solid data, ensuring your efforts are targeted and effective. It's all about understanding your customers better and making changes that count, keeping your CX sharp and competitive.

You need to have access to analytics as all the initiatives you’re driving need to be represented by meaningful information. Also, how are you tracking against the CX goals you’ve set for the organisation.

Analytics tool provide a 360 degree view of your data with relevant filters. Its important to be precise based on your collected data and provide only the relevant business information to the customers. Dashboard via analytics tool is a great way to start and eventually create simplified results with underlying complex structures.

Des outils tels que Google Analytics, Adobe Analytics offrent des perspectives sur le trafic des sites web, le comportement des utilisateurs et les taux de conversion. Ils sont fondamentaux pour comprendre comment les clients interagissent avec vos plateformes en ligne et pour optimiser la conception et le contenu du CX afin d'améliorer l'engagement.

Las herramientas de medición de CX son software y aplicaciones que ayudan a las empresas a recopilar y analizar datos sobre la experiencia de sus clientes. Estas herramientas pueden utilizarse para recopilar datos de una variedad de fuentes, incluyendo: Encuestas de satisfacción del cliente. Comentarios en línea

Business analytics tools are types of application software that retrieve data from one or more business systems and combine it in a repository, such as a data warehouse, to be reviewed and analyzed.

Analytics tools in CRM can help your sales and marketing teams better understand customers, make informed decisions, and create more effective campaigns. Understanding Customer Behavior: What products or services they purchase. How much they spend. What channels they use. What type of content they engage with. Example: An e-commerce company can use the analytics tools in their CRM to analyze which product categories customers visit most often and which products are purchased together. This information can be used to optimize product recommendations and marketing campaigns. Optimizing the Sales Process: Which sales reps are the most successful. Which sales channels are most effective. Which sales proposals have the best conversion rates.

É crucial conhecer as tecnologias certas para garantir o sucesso. Entre as mais importantes está o uso de ferramentas de análise da jornada do cliente, pois são essenciais para entender as necessidades dos clientes. Além disso, a implementação de KPIs combinados, que garantem a usabilidade da solução e agregam valor ao negócio do cliente, é fundamental. Com essa abordagem, é possível estabelecer uma gestão escalável da saúde do cliente e proporcionar uma experiência personalizada e eficaz.

Analytics tools are essential for transforming raw data into actionable insights, helping businesses understand customer behaviour, optimize performance, and make informed decisions. One thing which I found very useful in analytical tool was collection of feature requests. Say for example, I have received multiple feature requests from the customers for a product. I used this analytical tool to find the number of requests received for each feature. By providing a graphical representation to the Product/Engineering team, it will be easy for them to understand the most requested feature of the customer, number of requests received for each feature. This could help them in incorporating those missed features in the Product.

The question refers to a new role and therefore I would say Feedback Platform's. While all the other tools are critical to delivering great CX, the first thing you really need to know is "what the customers are saying about the organisation, its products, services and customer experience, both good and bad perceptions. In order to do this you need customer feedback platforms to be in place. The insights that you obtain from these platforms will help you understand where the Organisation is from CX perspective and what is the gap to your aspirations, and therefore define a suitable strategy.

Customer Service is nothing but simple formula of “ Treat people like you want to be treated” , always keep this in your mind and you will get desired outcome. Every tool will fail or give you data that you don’t want if client is not treated well during the interaction starting from welcome to closing the sale or service transaction. All the tools CRM, AI and all analytical tools are important and need of today, optimization of each tool is more important then having access to all the above tools.

We shouldn’t forget that it’s just a tool and it help us to improve customer experience. So processes and touchpoint employees’ customer centricty is much more important. Customer journey centric approach should apply and all surveys should be designed based on these

There are a number of Voice of Customer platforms that can be successful if used well. The biggest inhibitor is collecting data for vanity metrics rather that being used to drive decision making. For example, do you really understand what's contributing to that NPS, or why your customers are happy/unhappy? How do you then pass this information within the organisation to drive collaborative decisions to improve the experience?

This is where to begin. There’s a lot of talk about “customer centricity”, but if you really want to drive action within your new role, start with understanding the customer. From here you can set a prioritization plan in motion. And start your new role off strong by speaking with the authority and impact of what really matters to your customers. Next up would be analytics. Because what they say is one thing. What they do is another. Put them both together and you have a much better understanding.

Invest as fast as humanly possible in customer feedback mechanisms that integrate with all communication channels. Start with email surveys, but expand to asking your clients to give their insight about EVERYTHING you're building. This not only helps in quickly identifying and addressing customer pain points but also engages customers by showing them their opinions matter, enhancing brand loyalty

Les outils d'expérience client tels que Qualtrics, SurveyMonkey facilitent la collecte et l'analyse des retours clients. Comprendre la satisfaction client, identifier les points douloureux et recueillir des insights actionnables sont essentiels pour améliorer l'Expérience Client (CX) globale.

CX leaders definitely know how important feedbacks are. For me this is non-negotiable if you are to gain insight into your team performances and how your customers view them especially with an organization that thrive majorly on customer consuming goods. CSAT is one such tool that will prove to be effective.

Feedback or survey platforms streamlines the process of gathering feedback, allowing for quick and accurate insights drivers of NPS, satisfaction or employee engagement etc. They have real-time analytics offer immediate understandings of the collected data. Advanced reporting tools present complex data in insightful and accessible visual formats. Real-time alerts enable businesses to act swiftly on pressing feedback.

Feedback platforms, such as surveys, are a must and crucial in renewal and important customer meetings. Hence, I ensure to put a lot of emphasis and effort on getting as many to respond as possible through innovate and creative methods.

To enable frictionless experience this is an important channel Exploring some less expensive channels would help in reducing cost to serve

Chatbots deliver instant, personalized support and seamless omnichannel experiences by eliminating frustrating wait times and ensuring consistent support across various channels. By automating routine work, contact center agents are able to focus on complex issues.

Na era moderna dos negócios, a automatização é essencial para proporcionar uma experiência excepcional aos clientes. Chatbots e Inteligência Artificial desempenham papéis cruciais para otimizar o atendimento. Os Chatbots agilizam o suporte com respostas instantâneas, enquanto a IA permite a análise preditiva para antecipar necessidades e personalizar soluções. Incorporar essas tecnologias nas estratégias de atendimento fortalece a relação com os clientes, proporciona melhor experiencia e impulsiona a fidelização.

Vale apontar que os chatbots, estão cada vez mais desenvolvidos, auxiliam no processo de suporte com os problemas já mapeados, mas ainda se faz extremamente necessário o suporte humano para casos mais complexos. Por isso é preciso se desenvolver também os responsáveis pelo suporte para um se obter maior qualidade e satisfação do cliente.

Les technologies d'Intelligence Artificielle (IA) et d'apprentissage automatique (Machine Learning, ML) sont de plus en plus intégrées aux outils d'Expérience Client (CX) pour prédire le comportement des clients, personnaliser les expériences et automatiser les réponses. Les chatbots et les assistants virtuels, par exemple, utilisent l'IA pour fournir un support client instantané.

LLMs in particular can be used for automation of some tasks where quick response times, especially in high touch scenarios, are valuable. For instance, crafting follow-ups after meetings with customers increasing your team's efficiency. LLMs can also help to coach up the team by serving as a personal coach for touch points such as critiquing emails and messaging. It can also be used to help flag problematic interactions faster.

Sem dúvida, chatbots e IA são vitais para aprimorar a experiência do cliente. Eles fornecem atendimento imediato e confiável, resolvendo problemas e oferecendo informações úteis de maneira rápida e eficaz. Isso é essencial para cultivar relacionamentos sólidos com os clientes.

Mastering AI content creation platforms is crucial in today's digital landscape. These tools not only streamline content production but also enhance creativity and relevance, ensuring your message resonates with your audience. By leveraging AI, you can produce diverse content efficiently, stay ahead in SEO, and personalize experiences, setting your brand apart. As scary as AI can be, and caution is certainly warranted, it's important to embrace it to elevate your content strategy, engage your audience more deeply, and drive success. If you don't learn how to unitize this new technology someone else will.

As we integrate AI-based chatbots into customer service ecosystems, they've proven their worth in providing accessible and instant responses. However, to truly revolutionize customer engagement, we need to refine the technology further. The magic of modern customer service lies in delivering rich and intuitive experiences directly on the customer's screen. Imagine a platform where the AI chatbot not only understands the customer's query but also visually guides them through troubleshooting steps or purchase processes with interactive elements displayed on their device.

As a Cx Leader, I would say “All” the listed tools are critical. Adding to the list “Knowledge management & VoC analysis tools” to make it comprehensive. However, the reason of choosing Omnichannel above all is due to the variety of audience being catered in this fast paced world by businesses & service providers. Cx in actual sense means “WoW experience”. If your CRM and customer database is connected across modes of communication then half the battle is won by knowing your customer’s journey with you. The 2nd half for you, is to expertise in stitching it well for actionable insights and improvements. You are all set to delight your customers even above and beyond expectations. Happy Cx Journey to You ✌🏼

Let me present five exceptional omnichannel platforms: Salesforce Commerce Cloud, Shopify Plus, Adobe Experience Cloud, Oracle CX Cloud Suite, and HubSpot. Each seamlessly integrates commerce, AI, and analytics to craft unforgettable customer experiences. Explore these marvels and unlock the true potential of customer engagement.

Sim, as plataformas omnichannel são fundamentais para oferecer uma experiência do cliente contínua e consistente em vários canais. Elas permitem criar jornadas adaptadas às preferências de cada cliente e sincronizar dados e comunicação entre os canais. Para quem está iniciando uma função de experiência do cliente, dominar essas tecnologias é essencial, além de praticá-las em projetos reais para demonstrar seu valor como profissional de CX.

Omnichannel -- also spelled omni-channel -- is an approach to sales, marketing and customer support that seeks to provide customers with a seamless and unified brand experience, regardless of which channel they use. The organization's distribution, promotion and communication channels are well-integrated in the back end, so regardless of whether the customer is shopping online from a desktop or mobile device, by telephone or in a brick-and-mortar store, their experience will be seamless and consistent.

Aunque el concepto de omnicanalidad esté diseñado para mejorar la atención al cliente y la experiencia (CX), no debemos asumir que solo esto resolverá completamente el servicio. Es crucial capacitar al personal para que comprenda y se ponga en el lugar del cliente, entendiendo tanto las expectativas del cliente como las de la empresa. Esto es fundamental para brindar un servicio y una experiencia óptimos.

Omnichannel platform gives advantages to brand to being consistent with customer interaction which every customer prefer personalization. Also platforms help to improve Cx retention rate, reference numbers, enhance sales numbers and customer data which helps to decision making for future developments.

As plataformas omnichannel fazem total diferença, pois permite que o cliente tenha uma jornada adaptada as preferências dele e integram todas as informações para um atendimento continuo, com históricos e sequência de acontecimentos. Hoje a maioria das plataformas são bem intuitivas e fáceis de se aprender.

En el sector financiero, las plataformas omnicanal son vitales para ofrecer una experiencia del cliente completa en todos los canales. Sin embargo, para garantizar una inclusión efectiva de todos los segmentos demográficos, especialmente los clientes mayores, es crucial desarrollar interfaces intuitivas y proporcionar capacitación personalizada. Esto asegura que la transformación digital beneficie a todos los clientes, manteniendo la relevancia y competitividad en el mercado financiero.

Nowadays, customers expect a seamless experience across all touchpoints. Omnichannel platforms offers that and more. By unifying the interactions, they create a consistent journey leading to customer's trust, loyalty growth and more helpful data for your business.

As a CRM leader, along with setting up the system you need to make sure that the tools speak to each other so that data analysis is easy You also need to set up an ORM tool to make sure you also handle people coming to you through social media channels Setting up a LMS is also important so that it's easier for you to train the team and also document all key processes for the team ready reference

Beyond the numbers and data points are real people making real decisions. Remembering this can transform how we interpret data and implement changes. For instance, a sudden dip in website traffic could reflect more than a marketing misstep; perhaps it coincides with a major world event affecting your audience's online behavior. Emphasizing empathy in our analysis helps tailor not just what we offer but how we communicate, ensuring our solutions truly resonate with our customers' current needs and emotions. This approach fosters a deeper connection, turning casual visitors into loyal advocates.

The question assumes that you have done your due diligence about the biggest value drivers for customers, the most important issues colleagues are wrestling with and how ready the organisation is to adopt new technologies. If the company is new to CX itself, it might be that to get things moving just requires a workaround using Excel to draw conclusions and stories from surveys or unstructured feedback you come across. If the company is more mature then digital and tech-based outcomes can lead the way in delivering the intended experience and harvesting the data to show what's happening and why. But, it must be the right tools to solve the right problem or opportunity at the time, which may or may not be the latest shiny bit of tech.

In my experience, the biggest tool is the ATTITUDE!! While all the technology related tools are listed and can be kept adding, Customer Experience is driven and managed by the attitude one carries being in the customer shoe! Technology will only aid to store, analyse, retrieve and manage the transactions.

Self-Paced training and skills: Technologies which will enable self-paced learning of the process and skills that are required to face the challenges of handling customers are very important. Feedback tracking tool: Also, the tools that are helpful for us to understand and get the feedback about the service which we have been providing and how our product or service is efficient for the customers. Because customer feedback and thoughts are very important to improve the customer support and the service provided by us.

Todas os meios em que puder pegar as informações dos clientes, com seu feedback e impressões, além dos atendimentos aos clientes, devem servir de dados para melhorar os processos, produtos, entregas etc. Enfim, o cliente e suas impressões sempre serão o termômetro para avaliar se o serviço/produto está bom ou não.

In my experience, as millennials are getting older, we are expecting more from customer service. It’s not enough to engage in a positive manner— we must encourage ourselves to dig deeper into what people are seeking from a positive customer relationship. Gone are the days of just giving someone what they want, we have to find out their “why”. Especially if they’re looking to make a large purchase. Where previous generations were research crazy - millennials and now Gen - Z are asking “why”? Establishing a positive relationship - then assisting - is where I always find success.

Customer Journey Mapping Tools! The customer journey mapping tools help visualize and analyze customer journeys to identify pain points and opportunities for improvement. These tools help businesses understand how customers interact with their brand, identify pain points, and improve overall satisfaction.

More on AI based chat bots: for those instances where a human touch is necessary, the transition from AI-based assistance to a live agent should be smooth and acknowledge the previous conversation context. This means no more repeating information, as the agent would already be equipped with the customer's history and concerns, leading to a faster and more personalized resolution.

As part of Customer Service in years , what I can share is being adaptable & broad to every line of work not just for customers service alone, but same goes with the call drivers or transactions that we taking care of. From having their information very classified to make something out of the box or going on an extra mile for us to really stretch our knowledge not just by talking over the phone but also answering email queries or maybe handling very tough lineups like escalations or retentions scenario. Adding a personal touch as well when making a conversation not just being part of a voice account but getting the bigger picture for us to get CSATs every time.