To focus on CX, your organization needs to:
Determine what matters to your customers . Collect data on important metrics related to the timeliness and quality of your product and/or services.
Map the customer journey . Consider how each philippines phone number whatsapp level of your organization can create value for your customers. It is helpful to map your business processes to better understand your existing workflows. Mapping your processes is easy with business process management software that offers process modeling capabilities.
Again, data collection and important metrics vary by industry, but be sure to analyze what your customers value. Examples include excellent customer service and on-time delivery. Once you understand what your customers want, you can develop a plan to improve your existing processes to ensure you’re delivering value at every level of your organization.
OPEX and CX in your organization
Getting to know your customers and understanding their journey isn’t just a semantic exercise. The organizations that deliver the most value to customers succeed because they emphasize a customer-first approach. For example, they communicate the importance of customer experience to all stakeholders and clearly define the value they deliver.
With your end goal in sight, you can turn to improving your business processes to achieve everything that is typically associated with OPEX. Reduce operational risks, decrease costs, and increase efficiency.
Take an honest look at your existing processes to determine if they are working effectively and serving your goal of delivering value to your customers. Spend some time with key stakeholders to gather data and feedback. Map your processes to identify bottlenecks and specific areas responsible for quality issues. From there, look at ways to improve your processes by leveraging technology solutions like automation.
