delivering cx - gartner · delivering four ways to elevate cx ... crm and cx should support...
TRANSCRIPT
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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