Teleperformance - ContactCenterWorld.com Blog
Digital transformation has truly changed the world of retail and CX. The industry’s players understand how innovation plays a big role in redefining their strategies to attract more customers and more sales, as seen by the growing numbers that online shopping, apps, and omnichannel communication have amassed in the past decade alone.
Social media continues to play its role, becoming that bridge between brands and their customers. Communicating with customers on social platforms has never been this easy, and retailers are now reaping the many benefits of communicating better with their audience, instead of being just another retail brand that wants to sell products and get profits. Today, smart apps are everywhere, allowing retailers to offer features such as payment-in-app so customers can pick their purchases at their own convenience and walk out of a physical store as quickly as they arrived. Retailers have also explored augmented reality (AR), which paved way for a better product-viewing and a more interactive experience for customers.
While today’s situation is looking up, retail brands and companies need to understand how pursuing innovation together with great CX must never stop. A few brands stand out in this regard—one of which, is Levi’s, a clothing company that has been in the market since the late 1850s. To differentiate itself from other clothing brands that sell jeans, Levi’s came up with a strategy to make them unique: the brand set up four on-site tailors in its shop in NYC, ready for customers who want to create, personalize, and customize their own individual pair. With this, Levi’s was able to deliver a great experience for its customers, empowering them and allowing them to express themselves freely through their jeans.
Another retailer getting a hold on innovation is Walmart, a company that aims to make healthcare advice accessible to millions in USA. Today, 90% of all Americans live within ten miles of a Walmart. With this, Walmart is currently planning to address the need for healthcare clinics in rural areas by creating clinics that offer dental, vision, general medical, and mental health expertise across the country in existing stores. In addition, these clinics also offer flu tests, checkups, and eye tests for customers.
It takes more than just great products or services to become closer to your customer. There is a great need for innovation, as well as an exceptional customer experience, to bring two together.
Publish Date: February 11, 2020
For Teleperformance in Mexico, Central America, and the Caribbean’s CEO Juan Ignacio Sada, keeping up with the quick pace of today’s changing business environment demands flexibility and efficiency.
“We empower emotionally intelligent human beings to connect better with your customers,” Sada shared in a video on LinkedIn. For companies to remain competitive, he believes that getting in touch with the latest technology while tapping valuable human experiences is necessary. With over 28,000 interaction experts located in five countries in the Mexico, Central America, and the Caribbean region providing services for the US and Latin American markets, Sada emphasized on Teleperformance’s high-tech, high-touch approach, and the drive for simpler, faster, and safer interactions. He continued, “We aim to produce extraordinary interactions that make a difference for your business.”
Teleperformance’s high-tech, high-touch approach focuses on global best practices and industry practices, including the Lean Six Sigma methodology and design thinking utilized in our business processes. Today, technology has been the star, however, the human factor and emotional intelligence seem to be diminishing—and that is why Teleperformance remains committed to embed the human touch in everything we do. One prime example is our chatbot solution, which pairs our best equipped agents with the latest automation technology. Teleperformance Managing Director for Knowledge Services Sidharth Mukherjee further explains. “When we do chatbots for our clients, we look to use some of our best equipped agents, some of our most talented agents as conversational designers,” Mukherjee stated. “They can have a meaningful conversation with a client through a chatbot interface, and over time, that chatbot starts to mimic a human. And eventually, we have automation and humans working together in sync.”
Seeking a balance between technological innovation and emotional connection demands an agile business services partner who can help you advance in a digital world. Interested to learn more about our digital business services and how we can help you get in touch with technology and the human experience? Contact us today!
Publish Date: January 30, 2020
To address the growing demographic of travelers who dream of seeing the world, the tourism sector has presented countless options to make travel easier, convenient, and more accessible as travelers’ destination checklists get longer over time. In a time when technology is capable of building solutions that can benefit the tourism industry and its customers, we see one sector gaining significant growth and interest: the global cruise sector.
For starters, the FCCA stated a 6% increase in the number of guests cruising globally in 2018—up to 28.2 million, from last year’s 19 million. In addition, studies showed how industry capacity is currently at a 100% utilization rate.
A new study conducted at the Customer Experience Lab (CX Lab) focused on the cruise market in order to measure CX perceptions of cruisers from the United States who went on a cruise within the last year. In their study, the CX Lab reported the current cruise experiences companies are offering: skydiving, go-karts, rollercoasters, spas, and celebrity chefs, to name a few. In terms of utilizing digitization and innovation, cruise lines allow their customers to customize and track their experiences via an app, expedite their check-in and check-out procedures, as well as stay connected to social media and the outside world. In the survey, the CX Lab reported that 50% of cruisers used the apps on a recent trip, with 31% unaware of the app’s existence.
The study also reported that millennials and Gen Z individuals represent 40% of cruisers, both having different expectations and behaviors. The CX Lab study showed that the results for satisfaction for key items such as quality of entertainment and leisure programs for Gen Z is at a very low 6.9 (on a scale of 0-10) compared to Baby Boomers at 8.3. This is an area of opportunity, as they prefer innovative approaches to entertainment such as music festivals, themed trips, and new activities. For younger generations, social media is important—they fill their social media profiles with travel pictures from around the world, many of them wanting to post their experiences in real time on social media. The CX Lab reported that 53% of cruisers in the USA posted on social media about their customer experience, and 15% of customers used social media to resolve issues.
Agent’s empathy, quality of food, and reliability of the brand are the top three issues that highly affect brand advocacy. The three most important items to focus on for improving customer service satisfaction are wait times, consistency of information provided, and an agent’s ability to listen, which sums more than 50% of the impact on this key metric.
Visit the Teleperformance CX Lab by clicking here!
Publish Date: January 9, 2020
We have written a lot of articles that highlight the value of the human touch, and how emotional intelligence, empathy, and connection are three crucial factors that can either make or break the customer experience and affect customer satisfaction. To further emphasize the value of the human touch, let me cite a firm example of how a company managed to deliver exceptional customer service by leveraging high emotional intelligence.
The travel and hospitality industry remains competitive, with the rise of technology changing the way business works for most companies. In today’s digitized world, it has become quite common for most hotels to have automated systems. Some hotels, for example, feature chatbots that respond to customer questions and issues. Others have smartphone integration, which allows guests to check-in, order room service, or plan itineraries on their mobile phones. While embracing technology can drive change and open doors to opportunities, it’s always important to remember that emotional intelligence can make a difference in changing the way a business operates.
Consider Crowne Plaza, a hotel chain that has made emotional intelligence an essential component of their CX strategy. In 2018, the hotel initiated various programs that focused on emotional intelligence and entered an arrangement with The School of Life, an organization that is focused on developing emotional intelligence. Through data, research, and tests, they concluded that emotional intelligence could increase overall guest experience by 5%. With this number in mind, together, they studied customer-facing business processes and created an emotional intelligence strategy that was implemented in 98 Crowne Plaza hotels across Europe. The strategy required initial employee training — nothing too big nor costly, just an introduction of ideas and guidelines for employees to interact better with customers. In addition, Crowne Plaza is developing six core emotional intelligence skills for their employees, which explore the themes of vulnerability, self-belief, connection, anticipation, authenticity, and perseverance. “We’ve seen how applying an added layer of empathy to our guest interactions greatly improves the stay experience,” Crowne Plaza’s Marketing Vice President Mike Greenup observed.
I think that Crowne Plaza serves as a great example of how a simple change to employee training can create an immediate and long-lasting effect on the customer experience. By using emotional intelligence, this hotel chain is elevating the experience and satisfaction of their customers while creating much stronger customer loyalty and advocacy — all without requiring a significant investment.
In our backyard, we understand the weightiness of equipping our interaction experts with the tools that can help them maximize their emotional intelligence to figure out what each customer wants. Because emotions are as unique as fingerprints, we don’t just train our people to resolve complaints and be generally empathetic. Instead, we supply them with the skills to respond to any emotional state presented by customers during their journey. We teach them how to develop emotional self-awareness, meet and exceed expectations, identify and influence emotional currents, and tactfully manage conflict to achieve positive results. Furthermore, we motivate each of our interaction experts to be passionate about what they do.
If you want to know more about Teleperformance’s human-centric strategies and how we enhance the customer experience, please contact us today or come visit our Center of Excellence in Tunisia.
Publish Date: December 17, 2019
Every once in a while, your brand’s customer service would be in need of a boost to provide a better and more satisfying customer experience. It’s more likely that your brand is already using various social media platforms as a way for your customers to reach you faster. It’s accessible, relevant, and convenient. However, the live chat experience and chatbots aren’t offered by many companies (including renowned brands such as Paypal)—Kayako, a customer service software builder, reported that only 35% of businesses think consumers prefer live chat, a stark contrast to the 79% of consumers who actually prefer it because of its ability to offer instant responses as reported by Bold360’s Boldchat survey.
If you are one of the companies who remain on the fence when it comes to adding a live chat experience in your social media platforms, here are a few thoughts to consider:
Live chat enhances the customer experience
Customers live for convenience. Bold360’s Boldchat survey showed that 79% of consumers prefer live chats because of the instant response they get, further explaining the many benefits of offering a live chat in your social media platforms. In addition, live chat with customer service eliminates customers being put on hold, therefore reducing a customer’s frustration. The same Bold360 survey also reported that live chat has the highest consumer satisfaction rate at an exceptional 92%.
Live chat is a great tool for converting the mere browser into a customer
An eMarketer survey published in 2016 reported that 38% of the survey’s respondents havemade a purchase after a live chat session. A well-utilized chat session that provides information about a product and answers a potential customer’s questions can result into a sale. By providing exceptional customer service through a live chat experience, your brand or business is choosing to be visible at the right place at the right time.
Chatbots in live chats inspire efficiency and productivity
Including a live chat experience that integrates chatbots in your social media strategy can inspire efficiency and productivity, as well as reduce costs. Using chatbots to handle simple queries creates more time for agents or representatives to handle matters that require skill and empathy, or inspire a sale. Chatbots that have the capability to handle multiple queries can positively impact productivity in an organization’s customer service.
Interested in Teleperformance’s outsourced chat solutions to help your brand deliver simpler, faster, and better interactions? Contact us today to learn more.
Publish Date: December 12, 2019
In a time of likes, shares, retweets, and comments, receiving and giving customer feedback has never been this easy. Social media has made it possible for brands and companies to better communicate with their customers, and with a single click comes an opportunity for companies to know what their customers like and what they need.
Paired with technology, data, and the power of analytics, customer feedback can be a highly important asset as you improve your products or services. It can influence where to steer your research and development teams next, or what changes to bring to your current platforms. Establishing a connection to your customers is one benefit of listening to their feedback, opening opportunities for you to elevate the customer experience, especially in a digital world. Allowing your customers to feel empowered and become involved goes a long way in paving customer relationships and building customer loyalty. Ensuring that you listen actively to transform their suggestions and feedback into a better, improved product or service is key a more meaningful interaction, leading to better results and a positive impact.
In managing customer feedback, there are four areas in focus:
Listening: What are your customers saying about your product or service on different channels?
Interpreting: What can be gathered from the information my customers have provided on their feedback?
Acting: What can be done to turn their comments and suggestions on different channels to further improvement of my products and services?
Monitoring: What is the state of our customer satisfaction score after action? Did it lead to happier—or even better, new—customers?
Customer feedback is a critical factor in helping you shape your business. Used properly, customer insights are your gateway to improvement—a chance for you to determine what needs to be removed or added, what needs to be done to be aligned with your customers’ ever-changing demands and needs.
Publish Date: October 31, 2019
“The most forward-leaning leaders are single-minded about creating company cultures that foster a true spirit of innovation.” – Lynne Doughtie, Chairman and CEO, KPMG USA
It is with great pleasure to announce Teleperformance’s latest bold step into the future: the Teleperformance Innovation Experience Center (TIEC).
Opening in Santa Clara, California, TIEC is situated in the heart of Silicon Valley, a place where innovation IS the zip code. The center serves as a state-of-the-art showroom where visitors can experience the future of high-tech, high-touch customer management. Acting as a window into the world of Teleperformance, TIEC is set to present the global infrastructure of our company, and to showcase our transformative digital capabilities.
The TIEC’s aim is to help brands understand customer interactions, how customer interactions are emerging, and to formulate new ways to deliver simpler, faster, and safer interactions and service to customers.
Over the years, Teleperformance has always had one eye on the future. We have been on a constant lookout for more ways to explore and deliver new ideas to elevate the customer experience. We understand how today, customer experience has become a main promoter for innovation across the vast technology industry, as seen in practical industry applications including IoT, AR, VR, predictive analytics, RPA, and big data. All these ideas emerged from the technology sector, and yet the most important case studies where these developments are in use are in customer experience.
Part of Teleperformance’s evolution has been our constant focus on creating meaningful interactions and the human touch. We also know that the customer journey of today involves expertise in applying emerging technologies and innovation. Through TIEC, Teleperformance believes that our need to demonstrate to our own clients how innovation can redefine their relationship with their customers can now be fulfilled.
To mark TIEC’s opening ceremony, Teleperformance’s Chairman and Group CEO Daniel Julien said: “As a trusted partner to many of world’s largest tech companies and high-growth startups, we are thrilled to have a physical presence in Silicon Valley. It was a logical location for Teleperformance, not just because it is synonymous with technology and innovation, but because tech companies are early adopters and they are held to a very high standard of service by their customers. Being geographically closer allows us to be more integrated in helping these companies find the best and new ways to make their customer experiences simpler, faster, safer—all while continuing to provide them with a vast network of people globally who add the critical element of empathy into the process.”
Teleperformance is ready to welcome innovation with you. The TIEC is now open for business. We hope to see you soon!
Publish Date: October 17, 2019
It’s clear how the digital age has inspired a wave of change across different industries all over the world. From artificial intelligence, big data, robotic process automation (RPA), to comprehensive analytics, technology has made a big impact in our daily lives, and the ability to adapt with technology is vital for a brand or business that wants to stay on top.
Even if the numbers show that there has been an increase of consumers buying products online versus traditional stores, the personal or human touch is a requirement and a preference. While technology can simplify and quicken a process, customers use the quality of a human interaction as basis for better customer experiences. Humans are preferred among customers who need solutions that involve a detailed explanation or customization, especially in the financial industry—according to professional services network PricewaterhouseCoopers (PwC), only 15 percent of global consumers acquired insurance via a digital channel, 13 percent signed up for a personal loan, and 12 percent decided on a financial plan using a digital channel.
Amidst chatbots, RPAs, self-service kiosks, or other digital platforms, humanity in business matters in today’s digital age. The key is offering a product or service that is complemented by excellent customer experiences that go a long way. In PwC’s Global Consumer Insights Survey, customers stated the need to feel appreciated, and when a brand is able to fulfill this need, it results in a 16 percent price premium on products and services, as well as increased brand loyalty. An infographic by Harvard Business Review and Harvard Business Review Analytic Services stated the reasons why technology cannot replicate the human experience: people prefer to have people solve their problems, service can be emotional while technology cannot, and less work for workforce creates more work for customers.
Digitalization has greatly changed the way businesses and companies operate, yet it’s the human experience that remains essential. The arrival of AI and automation has long signified the start of an era where accuracy, productivity, and speed are prioritized, but at the end of the day, it’s always nice to come to a place where the human touch reigns supreme.
That is why at Teleperformance, we use technology to assist humans, not the other way around.
Publish Date: July 4, 2019
With the amount of technology surrounding us today, it’s no surprise how customers have become extremely knowledgeable through information available to them within reach. Count on a customer to research anything they can about a product before spending thousands of dollars, or spend hours scouring reviews to determine if they should try this restaurant or not—in any case, technology has led to the modern customer: a person willing to go deep when it comes to getting to know a product or service better, someone who knows what they want, and want it fast.
Empowering customers starts with information
More often than not, modern customers would consult the Internet every time they hear about a new product or service. With Google helping individuals become walking encyclopedias, it’s no surprise how a customer can easily gather information about any product or service. Help your customers form intelligent buying decisions by making information about your product or service visible online. Be proactive and anticipate the questions your customers would likely ask. Provide substantial information that your customers would benefit from, and allow customers to learn more about your product or service through engaging and interesting content.
Communication and convenience
A common misstep that leads towards poor brand reputation is the lack existing channels for communication between brand and customer. How can a customer feel empowered if they have to repeat themselves as they lay out their issues when reaching customer service? That’s automatically a negative score when it comes to convenience in their part. Provide seamless ways to communicate efficiently to make sure customers are heard the first time.
Go easy on the flowery marketing scripts
Given the effects of social media plus the amount of information within reach, customers today have developed a nose for detecting what’s real versus what’s not. Trying to sell your products through aggressive over-the-top marketing ploys and flowery statements won’t likely work and most likely push your customers away; however, empowering them doesn’t also mean you have to give them every scientific detail complete with technical jargons about your product. Separate the fact from fake, strike a balance between what’s honest and real, add a dash of sincerity, and leave it to them to come up with a buying decision.
Making your customers feel empowered not only establishes business rapport, it also paves way for brand loyalty. It’s all about allowing your customers to be experts, and letting them form buying decisions independently. Customer empowerment is letting customers know that your brand hears, understands, and acknowledges them in all aspects of the customer journey.
Publish Date: July 2, 2019
During this year’s Leader Insights Forum, international keynote speaker, author, and entrepreneur Steven Van Belleghem shared valuable insights that truly caught and maintained the attention of the event’s attendees.
In his talk, Steven detailed three variables that companies must focus on—they are time, energy, and money, three resources that customers have. In addition, he also introduced the concept of the “friction hunters.”
According to Steven, it is important to appoint friction hunters—people who are tasked to look at the way that you work with your customers and are listing frictions. “What kind of things that we have installed are frustrating our customers?” Van Bellegham asked the crowd. “The challenge is to create a culture where you can solve those frictions.”
For Van Belleghem, having friction hunters in your team is something that you can do on top of a mentality, and can be put into your own mindset to inspire a positive impact among customers. “If you create that mindset, then in one year’s time, the impact that you can have on customers is insane,” Van Belleghem shares.
For our latest Got a Minute? video, watch Van Belleghem elaborate on how to appoint and delegate tasks to friction hunters in your team. Find out how a simple, zero-budget mentality of incorporating friction hunters in your work culture can help you elevate customer satisfaction and enhance the customer experience. Watch our latest Got a Minute? video featuring Steven Van Belleghem by clicking here!
Publish Date: June 27, 2019
Customer experience is a vital component of competitive advantage. To meet new customer standards, companies across industries have automated various touchpoints throughout the customer journey. The problem with this approach is that companies often look to cut costs while they are trying to improve customers’ experiences.
Many business leaders are grappling with the fact that customer experiences actually require a balance between automated solutions and the human touch. To deal with the issue honestly, executives need to focus on other issues besides cost savings. A new white paper by Harvard Business Review Analytic Services in association with Teleperformance examines how business leaders are dealing with this digital world, and how best to approach this issue.
Teleperformance uses technology and global best practices to enhance the ability of our employees to deliver exceptional service on behalf of our clients. We ensure that the relationships we form hold firm, and we fortify the confidence customers have in us through our products and services.
This white paper provides a compelling examination of the importance of an emotional connection between brands and customers, and how creating a high-tech, high-touch approach is critical to doing this. Companies must see each interaction as an opportunity to show empathy and to build stronger relationships. Ultimately, what will lead to business success is a re-imagined dynamic that makes customers the focus of decision makers and emphasizes the importance of front-line employees who represent the company every day.
Learn more about what business leaders are doing to create the right high-tech, human touch approach to customer experience. Read the new white paper today!
Publish Date: June 3, 2019
Is your company on a quest towards becoming a customer-centric brand? Don’t worry, you’re not alone. As digitalization and technology continue to inject their many benefits in our daily lives, we all know that providing the best possible experience for customers should still be the ultimate priority. As far as a digital handshake goes, focusing on the customer remains an important factor throughout all stages of the sale: starting from the pitch that leads a purchase, to building a connection in order to encourage repeat purchases, customer loyalty, brand affinity, and eventually—profits.
Keeping customers at the heart of every process might sound too sugary, however, it does come with a benefit: according to CMO, customer-centric companies are 60% more profitable compared to companies that don’t focus on their customers—an example can be a renowned, multinational technology brand, a company that involves its customers through recognizing what they really need and thereby creating innovative products that the market would embrace. The result? A 17% increase in their revenue in 2018, plus a 40% increase in quarterly earnings per diluted share.
However, it is important to note that customer centricity means more than just a company going the extra mile in offering good service. To be able to keep up with the many demands, growing expectations, and changing needs of growing customers, innovation is needed. “Customer-centric innovation,” a term used by Forrester, explores how customer centricity is needed more than ever in today’s digitized age. It’s all about customer experience, despite being assisted either by automation, apps, or social media—customers aren’t binary; they’re on a spectrum, and they want both the convenience and a personal experience. Product innovation resulting from the integration of customer data and analytics to understand buying behavior and engagements, and the utilization of customer feedback serve as groundwork towards a customer centricity.
More importantly, to become customer-centric is to have everyone onboard. Promoting a culture where customers and their needs are the true focus requires a change that starts from the leaders, in order for the whole organization to run on-course. Marketing leaders leveraging technology to create feasible and realistic assessments, a dedicated IT team that focuses on data and analytics, a product development team to promote innovation, and customer service agents that are driven by the passion to help by making each interaction matter—they all play integral roles in elevating the experience in the age of the customer.
Through proprietary technology and our digital solutions, Teleperformance can help your business steer towards the customer-centric direction. Contact us today to learn more.
Publish Date: May 23, 2019
In 2017, Trendwatching.com stated how accommodating the decreasing attention spans of customers can play a big role in keeping the customer experience satisfying. As predicted, this is where the digital age continues to come in, where automation and everything data-powered are two important factors to consider in strengthening your CX strategies. Digitalization will continue its peak in making our lives easier in 2019. Virtual assistants such as Alexa and Google Assistant are forecasted to undergo further developments in terms of voice recognition, natural language processing, and cloud-based intelligence. Chatbots could have the ability to perform even faster operations, as the Internet of Things would continue to allow more customers connect better with products.
For Forbes, CX in 2019 will be a year where back office and back-end processes can “make or break an organization’s relationship with their customers,” as per a statement from IDC. This trend can clearly affect most industries, particularly the online retail industry where supply chain and order management and fulfillment are key elements in enriching the customer journey. Another ongoing trend would be an explosion in the number of interactions as 2019 progresses. This is the result of the growing number of consumers in various middle-class markets from a global standpoint. In addition, personalization can be the ultimate brand differentiator.
In terms of security, the need for it remains strong. Protecting data has become top priority in recent years, and would continue to increase in the coming years. Machine-learning can be used to flag security threats and malware, as companies would develop more security protocols to ensure that their customers’ and clients’ data are managed in a secure manner.
Stay tuned for more customer experience trends as we watch this year unfold!
Publish Date: May 21, 2019
41 years ago, Founder and CEO Daniel Julien started Teleperformance at age 25. It was a different time back then; it was an era where telephone lines instead of the Internet connected human beings to one another. At present, technology has continued to affect our daily lives in more ways ever imagined, and we are already on our way to a place where convenience reigns supreme, where the benefits of technology are on full display.
Despite the many obvious benefits, it’s easy to get lost inside a maze of technology-driven advancements, and at some point, the value of personal touch and true human connection may become overlooked especially in an industry where it is needed the most—customer service. Enter Teleperformance, whose high-tech, high-touch approach led to the right balance of technology and empathy.
Bots, artificial intelligence (AI), and RPAs have made their mark in recent years, and Teleperformance is no stranger when it comes to utilizing their power while combining it with the priceless effect of human care and human connection. The result? An increase in organic growth by 10% during the first quarter of 2019, and continuing to provide services for 50% of Fortune 500 firms.
Julien recently became a guest in BBC World News’ “Talking Business,” interviewed by the segment’s host Susannah Streeter. When Streeter asked about a bot’s abilities to help customers needing customer service, Julien shared how human-assisted AI and bots plus a human agent’s soft skills and technical abilities have helped Teleperformance. “Thanks to the bots, we can already build the answer, and so the human agents are aimed to address the real demand. And your demand is not only rational—it’s also emotional,” Julien stated. “You want to be reassured. We give you the real information and data thanks to AI. But we ensure relationships, and we rebuild the confidence you can have with a product or service.”
Hear Julien’s thoughts on the future of AI and more. Watch the full interview by watching below:
Publish Date: May 7, 2019
In the world of digital CX, understanding how to use and manage digital engagements while knowing where to employ human engagement truly matters. This was further explored in our recent blog titled “Humans in CX: Which Kind of Customer Interactions Should Not be Automated,” which strongly painted a picture of the importance of preserving and fortifying human service in today’s digital age, even as machines and automation continue their ascent towards technological progress.
Digitalization has brought a shift in the way brands connect with their customers. According to this infographic created by Harvard Business Review Analytic Services in association with Teleperformance, social media continues to dominate: 86% of marketers connected with customers using it. 72% reached its audience via email marketing, 65% engaged customers through online videos, 58% utilized webinars or online events, while 44% used chat. Technology has indeed created a customer experience journey that is paved with convenience by way of a click; however, all this comes with a challenge—nearly 60% marketers surveyed also noted that it is difficult to replicate person-to-person experience with customers by using digital technologies.
Companies also face difficulties when it comes to getting customer centricity right. According to the infographic, this stems from the lack of a customer-centric organizational culture to begin with. Another reason is the lack of processes and operational capabilities to personalize interactions. Finally, there is a lack of systems and technology to analyze data.
Automation can truly bring a lot of benefits—efficiency, accuracy, and consistency. Humans, on the other hand, are the only ones capable of bringing true connections to the plate. Great interactions can start and build relationships with new customers, while a personal connection can reward one with a long-term following. Anyone who had watched Godfather a million times might as well give up if their business mindset still centers around that “It’s not personal, it’s strictly business” ideology—the value of human connection, emotions, empathy, and personalization are now more valuable than ever, especially in a world where digitalization continues to present its advantages.
Get to know what successful marketers do right in today’s digital environment. Know the full numbers and read the full infographic “Maintaining the Human Connection in the Digital Age of Customer Experience” from Harvard Business Review Analytic Services in association with Teleperformance by clicking below.
Publish Date: March 20, 2019