Retail Analysis
and painstaking process, requiring endless paperwork. Traditionally, workers processing applications must collate and manage the paperwork, ensuring the correct information is delivered to the right party. With digital workers, much of this can be automated. Digital
workers can automate checks, offer searches, generate paperwork and distribute the appropriate version to the correct party. Automations also fill in or highlight any missing gaps. Collaborating with a digital workforce enables providers to process more applications than humanly possible while also giving hours back to employees. Workers can then use this time to address more complicated case matters beyond the capability of a digital worker.
Common missteps when it comes to digitalising CX While the benefits of digital-first CX are undeniable, they can only be attained if done right. There are many common mistakes businesses make on their journey to digital CX: Insufficient integration: As discussed, many enterprises fail to fully integrate their automation solutions into the business. This causes key information to be siloed and spurs disruptions on customer journeys. Fragmented approach: Similarly, many organisations fail to realise the value of scaled initiatives, integrating automation into only one area, which waters down the impact of digitalisation efforts. The customer experience needs to be considered in its totality, looking across the journey at how various touch points work with each other, rather than focusing on specific individual customer pain points. Forgetting the importance of human touch: Part of quality
service is direct engagement. Too often organisations make the mistake of thinking they can replace their customer service operations with entirely digital replacements. Automations offer tremendous value and have the capability to completely manage and operate certain tasks and processes, however, there are times when customer cases are especially complicated or when customers just want to deal with a human being – and in these situations, the human touch is best. This is why we emphasise the importance of human-digital collaboration; these two elements need to work together to drive better outcomes. It is in the quality of this unified workforce that true value is unleashed. Lack of strategy: CX leaders need to think about what their strategic priorities are because this will shape the direction of digital transformation and ensure it is as effective as possible, tackling the areas that will be most impactful for CX, bettering customer satisfaction and playing to pre-determined key performance indicators.
Getting on the right side of the competitive gap End customers have more options than ever before. A company’s degree of digitalisation is one of the leading factors determining where they cast their loyalty. With advanced technologies like AI, machine learning, and RPA, businesses can deliver consumers a fast yet thorough and tailored experience. The benefits for enterprises are multifold: they attract and retain more customers, enhance worker satisfaction rates, and boost ROI and operational efficiency. No-code solutions enable businesses to drive digital transformation despite the tech skills shortage. Business models across industries are changing to accommodate
rapidly changing consumer behavior, and those failing to adapt risk being pushed out.
8 | December/January 2023
www.pcr-online.biz
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52
