The document discusses improving customer experience through interactions. It states that 86% of customers quit doing business with a brand due to a bad customer experience. The document then lists 5 pain points companies commonly face regarding customer interactions: 1) providing personalized customer service is expensive and difficult, 2) concerns about data loss in a digital world, 3) customers dislike lengthy signup forms, 4) increasing risks to customer data as a company grows, and 5) difficulty servicing customers quickly through social media. It provides solutions to each pain point, such as using CRMs to access customer data and automating processes to improve the customer experience. Overall, the document stresses that customer interactions can define a company and securing data while streamlining processes is important to

1. Customer Experience
Interactions -
What’s at the top
of your list?

2. Customer Experience Interactions 2
Your customer’s experiences are
measured by the quality of interactions
they have with your business, products
and services. Technologies like the cloud,
mobility, social networks change the
way we store, share, and receive data
and shape a more flexible workplace.
Some businesses struggle to connect the
dots between external factors (things we
don’t have control over) and the internal
daily operations and processes (things
we do have control over).

3. Customer Experience Interactions 3
According to one study 86% of
customers quit doing business
with a brand because of a bad
customer experience.* On the flip
side, a 5% increase in customer
retention produces more than
25% increase in profit.**
* (Harris Interactive 2010)
** Brain & Company – ‘Prescription for Cutting Costs’)

4. Customer Experience Interactions 4
We all know old habits die hard, but with the
adoption of simple procedures, your business
has the potential to beef up its customer
experience. The best improvement strategy
begins with having the right software tools
in place that leverage experience into not
only retention but lower operating costs,
increased sales and faster growth.
Select the top 5 statements in
regards to customer experience
interactions that your business
utmost values.

5. Customer Experience Interactions 5
“Providing a
personalized customer
service experience is
expensive and difficult.
We truly believe that
it is important for our
employees to get to
know our customers, it
is an investment into
future business.”
Pain Point 1 Pain Point 2 Pain Point 3 Pain Point 4 Pain Point 5
“One of the biggest
obstacles to going
digital are concerns
about data loss.
In the current digital
society, our customers
and employees must
have secure access
from their mobile
devices to data
without fear of
the data being
corrupted or lost.”
“Customers do not like
lengthy and multiple
forms for sign up.
Making it easy for
new customers to sign
up, while being able
to assure them of
information security
is a priority.
An automated
document workflow
will help eliminate
paper-based tasks.”
“As the company
grows, the increase
in the risks involving
customer information
and internal
financial data can
be discouraging.
Streamlining risk
management policies
that can adapt to
the changing of the
times is crucial.”
“With the advent
of social media,
customers seek instant
responses to customer
queries. Staying true
to our reputation as
an organization with
excellent customer
services puts a strain
on our internal process.
We are always looking
for ways to streamline
our internal process
so that we can service
our customers better.”

6. Customer Experience Interactions 6
“Providing a personalized
customer service experience
is expensive and difficult.
We truly believe that
it is important for our
employees to get to know
our customers, it is
an investment into
future business.”
Pain Point 1 Solution
Many businesses use CRMs to make customer
information accessible to their entire team.
Regardless of the role of the employee, everyone
on your team can instantly retrieve client
conversations, purchase history, and other
personalised information to improve the quality,
responsiveness and personalised approach of
each customer interaction. With this approach,
businesses are able to tailor their offerings
based on a collection of data and build
a business case for future purchases.

7. Customer Experience Interactions 7
“One of the biggest obstacles
to going digital are concerns
about data loss. In the
current digital society, our
customers and employees
must have secure access
from their mobile devices to
data without fear of the data
being corrupted or lost.”
With the right technology and policies in place,
a business can create a safe and appropriate
environment that blends customers and
employee resources. Today’s workspace includes
many resources that help make keep us all
productive and efficient. Customers expect these
to provide consistent and highly secure access
to intellectual property, stored documents,
and internal websites with sufficient bandwidth,
storage, and processing power to accomplish
tasks quickly and effectively.
Pain Point 2 Solution

8. Customer Experience Interactions 8
“Customers do not like
lengthy and multiple forms
for sign up. Making it easy
for new customers to sign up,
while being able to assure
them of information security
is a priority. An automated
document workflow
will help eliminate
paper-based tasks.”
By automating processes, you could save time
and gain your customers’ trust by offering them a
better experience when dealing with your company.
Automation enables you to offer better-quality
services because it gives you more time
and makes it easier to customise each step,
showing your customers the added value in
what you are offering them.
Pain Point 3 Solution

9. Customer Experience Interactions 9
“As the company grows,
the increase in the risks
involving customer
information and internal
financial data can be
discouraging. Streamlining
risk management policies
that can adapt to the
changing of the
times is crucial.”
Even if you take every precaution, there are
many ways information can land in another
individual’s management systems, where it can
be vulnerable. The best way to secure vital data
is to understand what is sensitive, set rules for
handling it, implement technical controls
to ensure it is actually handled properly,
and educate your staff about their
role in keeping it safe.
Pain Point 4 Solution

10. Customer Experience Interactions 10
“With the advent of social
media, customers seek
instant responses to customer
queries. Staying true to our
reputation as an organization
with excellent customer
services puts a strain on
our internal process.
We are always looking for
ways to streamline our
internal process so that
we can service our
customers better.”
Customers have the need for speed. They want
their questions answered and their problems
solved as quickly as possible. Identify the top
reasons your customers are reaching out and make
it easy for them to find the solutions. For example,
tools like FAQs and online discussion forums provide
online support to customers at all hours without
requiring any direct interaction.
Pain Point 5 Solution

11. Customer Experience Interactions 11
Customer interactions can and will define
your company in the digital age. Meeting
each customer on a personal level and
making every interaction with your
company simple and timely could make or
break a sale or a relationship. This entails
an internal shift which includes securing
customer information, preventing data
corruption or loss and streamlining risk
management policies — all towards
adapting to the rapid changes of the time.
With the right software tools upholding a
well-thought out policy, growth and success
in the digital age is definitely in the cards.

12. Customer Experience Interactions 12
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