How to Make Customer Experience a Cross-Organizational Initiative

The key to customer experience success is in utilizing technology that ensures CX levels are high, while meeting strategic operational goals.

Customer experience is increasingly being spoken of as a cross-company initiative.  But each department in an organization has their own KPI’s to consider.

While Sales need numbers, Finance are looking at the bottom line and Legal are over protective about regulations, customer experience is often not at the top of the agenda beyond the Marketing department.

Service companies suffer most with this problem, as their ‘product’ is the service their customers receive. Provide a bad service, and the competition will be there, just a call, click, or tap away. This is worrying news for service companies as a recent Forrester study notes that only 32% of CX professionals said their company consistently considers customer experience as part of their business decision making.

Finding the Customer Experience Balance

The key to balancing customer experience with other initiatives is by utilizing technology which can ensure CX levels are high, while simultaneously meeting other company agendas.

For example, many organizations have to verify a customer identity at the beginning of a call. To do this, often companies will ask a number of verification questions such as a mother’s maiden name, the make of a first car owned, or favorite ice cream flavor. Though verification may be a valid requirement, it is no less frustrating having to answer a string of questions when calling to complain about a problem.

Utilizing authentication software from providers such as NICE can allow organizations to verify a customer account through voice biometrics without the need to ask those pesky verification questions. CNN put this to this test and found that even two brothers who sound exactly the same couldn’t unlock each other’s bank accounts with their voice. Software like this can keep customers safe while providing them with a positive customer experience!

If you are trying to balance customer experience with other company initiatives, check out the CXChallenge – an interactive site which can help you identify some common scenarios you may face when trying to achieve CX excellence across the organization, and help you work out how to solve them.