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The Role of Technology in Customer Experience (CX)

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“You’ve got to start with the customer experience and work back toward the technology, not the other way around.” - Steve Jobs

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The Role of Technology in Customer Experience (CX)

  1. 1. The Role of Technology in Customer Experience Roman Kucak, CEO
  2. 2. Why is #CX
  3. 3. What is #CX The customer experience (CX) is an emotional experience of customer interaction concerning a particular brand at all times - the most common elements of our visual and marketing communications
  4. 4. What is #CX – through the eyes of children
  5. 5. What is #CX – through the eyes of business leaders “I think it’s very important to have a feedback loop, where you’re constantly thinking about what you’ve done and how you could be doing it better.” - Elon Musk “Your most unhappy customers are your greatest source of learning.” - Bill Gates “You’ve got to start with the customer experience and work back toward the technology, not the other way around.” - Steve Jobs “We see our customers as invited guests to a party, and we are the hosts. It’s our job every day to make every important aspect of the customer experience a little bit better.” - Jeff Bezos “It is not the employer who pays the wages. Employers only handle the money … It is the customer who pays the wages.” - Henry Ford
  6. 6. #CX Evolution phases  Focus on processes, tasks and products  Little or no measurement of results  Unreasonable consequences (e.g. nervous employees, larger administration, etc.)  Sharing the vision  Think like a customer  Solve your own problems  Balanced CX measurement  Easy collaboration  Think and act as a customer  Resolving customer errors  Keep the promises we made to our customers  Simplify internal and external processes
  7. 7.  Do we know who our customers are?  Do we have a clear idea of what they need from us?  Does everyone know their role in providing the required CX?  Can we choose the right path for implementing the strategy?  Can we measure the customer journey from the customer's perspective?  Can we identify priorities to improve customer experience?  Do our people know our CX strategy?  Are our people ambassadors for our CX?  Do we allow our people to provide the required CX? General #CX framework
  8. 8. 8 Good #EX is the key to good #CX
  9. 9. #Empathy and ability to respond quickly and reliably to needs = competitive advantage 9
  10. 10. The Role of Technology in The #CX World
  11. 11. 11 #DATA #AI #Empathy and ability to respond quickly and reliably to needs = competitive advantage
  12. 12. #EM = X-data + O-data 12
  13. 13. #ANDx is a partner of the world's # 1 CX solutions
  14. 14. Why #CX?
  15. 15. +421-2-20633380 (SK) +420-2-26217678 (CZ) +32-2-2347982 (BE) office@anodius.com www.anodius.com THANK YOU!

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