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CX

Delivering

Four ways to elevate CX and how IT must help

Customer experience makes or breaks organizations

in the digital age. Fail to execute and results can be

dire. But succeed, and it will be a marvelous feat.

Here are four ways application leaders focused on

CRM and CX should support customer-centric strategies:

Result: 

30% increase in takeup rates, more sales, higher

customer satisfaction.

Case study:

Vodafone U.K. implemented a real-time marketing

platform that prompted call center agents and retail

store executives with the best possible offer based

on individual customer data.

Improve your organization’s ability to listen

to customers, analyze the feedback and act

on their needs.

01

Open the lines of communication

Use tools that optimize the employee experience in

everything from hiring and onboarding to workflows

and professional development.

Inspire your team

04

Establish privacy guidelines that lean more toward

benefiting customers rather than the organization.

Modern consumers are often willing to accept that

organizations are collecting data about them, but they

want that data treated in a considerate manner.”

Source: Gartner

Elevate respect

03

Get our full list of ways IT can support customer-centric strategies.

Download the research

Build customer empathy into processes, policies

and IT system configuration.

Make customers the focus

02

Did you know?

By 2020, businesses with CRM that reflects

empathy toward customers will be three times

more likely to fend off a digital disruptor.

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