shivanisharma1

[shivanisharma1]

Re-imagining Customer Experience

On a recent marketing + Sales call, a prospect asked why I had a stack of boxes behind me. That's one thing we get in today's Video calling world, a tiny glimpse in everyone’s life. My home is currently full of boxes as we are planning to move within Pune.

These boxes are filled with marketing books and my latest addition, confessions of an advertising man by David Ogilvy. What I have learned from him is ‘not to settle for the accepted way of doing things, but to test, challenge, and try out new ideas, to rethink in order to continuously improve.’ I wish he was today as my mentor somehow in marketing.

The Unified Approach Plan:

A significant portion of digital spending has gone toward upgrading customer-facing touch points like websites, apps, and chatbots. These connections are important, but they aren't enough to transform an experience on their own.

Organizations are straining beneath the surface to provide the service that customers want and deserve. Agents must rely on spreadsheets and swivel-chair between systems to track for information and make sense of the black hole collecting their request due to a sprawl of legacy systems that don't talk to each other.

Field service teams arrive on site without the necessary customer history, issue knowledge, or equipment to resolve the issue, resulting in costly return trips and additional downtime. When companies don't collaborate, the customer experience suffers, and customer-facing teams are left with disappointed and unhappy customers.

To effectively service your consumers, you must mobilize the entire organization's resources. That involves connecting your front, middle, and back offices beyond your customer-facing layer. When people and processes are linked, information flows freely, action is easier, and everyone has the visibility and insights they need to accomplish more, faster.

People + Processes + System = Complete Customer Experience

This is made possible through ServiceNow CSM. It unifies people, systems, and data into a single action system using a single platform, architecture, and data model. It makes case management easier by splitting down work into separate activities and ensuring that those tasks flow between people and departments. It allows you to automate and optimize the way you work.

Customers may get the information and help they need on their own terms thanks to the usage of automation, artificial intelligence (AI), and other technologies. Employees have more time to conduct their best job and flourish in their roles now that they are free of repetitive and tedious activities. This makes them happy, and happy workers make happy customers.

The best kind of experience is sometimes none at all. People expect things to go as planned, easily and without disruption. We can assist you in anticipating and resolving difficulties before they become more serious.

You'll be able to detect where storm clouds are building and intervene to avoid the downpour. This allows you to either fix problems before customers see them or communicate properly with customers who may be affected before they contact you. When things go wrong, you'll be able to quickly address them, keep customers informed about the status and resolution of issues, and win confidence in the process.

When an organization is connected, working in harmony, and united in the purpose of better serving consumers, great things happen. Customers are more loyal, it's easier to attract and keep talent, and the bottom line for the entire organization improves significantly.

Know how ServiceNow Customer Service Management can change your life at https://dxsherpa.com/servicenow-customer-transformation/

#digitaltransformation #digitization #digitalworkflow servicenow