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The Four Pillars of Customer Experience
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May 2022

For all the challenges that recent years have presented, an interesting by-product has emerged in not only how companies conduct business but how customers interact with businesses. This has seen an increase in the adoption of digital technologies and an acceleration that would have ordinarily taken several years. With consumers forced onto digital channels, companies have responded in turn with a rapid shift to a reliance on digital technologies to interact with their customers. Last year we identified the top tech enhancements to improve the customer experience; here, we take a look at some of the main drivers for Digital CX excellence in 2022 and beyond.

In a recent survey by McKinsey & Company of global executives, it was found that “responses to COVID-19 have speeded the adoption of digital technologies by several years—and that many of these changes could be here for the long haul.”

CHOICE

In this new era of digital-first experiences, customers have adapted to the convenience of interacting with companies on the channel of their choosing, and companies are also having to adapt to this digital-first mindset. While by no means a new term or technology, omnichannel support is now a must-have in today’s digital world. The ability to seamlessly connect with customers at the touchpoint of their choosing has never been more important in delivering a quality customer experience. Traditional channels are no longer enough to satisfy consumers over the convenience of chat, chatbots, text, and social channels.

“A recent study by salesforce discovered that 67% of customers said they would spend more money if they received a better customer service experience.”

(SOURCE: Zendesk)

SPEED

With greater accessibility comes greater expectation. The instant gratification that digital channels provide has heightened the need for speedy resolutions. Beyond the efficiencies that a seamless omnichannel platform provides, AI-based technologies such as automation, and prediction through virtual assistants and chatbots, can dramatically improve the rate at which a customer’s queries are addressed. This gives the human agents more time to focus on more complex tasks.

“69% of consumers say they judge the quality of a customer experience (CX) based on whether they receive a quick resolution.”

(SOURCE: Zendesk)

PERSONALIZATION

Understanding a customer’s needs is key to providing a personalized experience and generating goodwill toward a brand. Again, through key technologies of omnichannel combined with AI, intelligent routing can direct traffic to the best agent for the call while providing them with client background, account data, survey data, and more. This means that each customer’s needs can be predicted, and they feel like they are being treated as an individual and not just a number.

“66% of customers expect companies to understand their unique needs and expectations, yet 66% say they’re generally treated like numbers.”

(SOURCE: Salesforce)

EMPATHY

To provide an exceptional customer experience, you need to understand your customer’s needs and how they feel. Regardless of the industry or type of transaction, empathy is critical in building strong customer relationships. De-escalation and conflict resolution are easily achieved with empathetic support, and a good CX rep can use this approach to convert customer frustration into brand advocacy. Increasingly companies are turning to technology to help educate and empower their agents. Incentivization and gamification are some of the tools used to promote a positive attitude within their workforce and, in turn, positive interactions with their customers.
To provide an exceptional customer experience, you need to understand your customer’s needs and how they feel. Regardless of the industry or type of transaction, empathy is critical in building strong customer relationships. De-escalation and conflict resolution are easily achieved with empathetic support, and a good CX rep can use this approach to convert customer frustration into brand advocacy. Increasingly companies are turning to technology to help educate and empower their agents. Incentivization and gamification are some of the tools used to promote a positive attitude within their workforce and, in turn, positive interactions with their customers.

About KM² Solutions

KM² Solutions ( KM2 Solutions ) operates contact centers throughout the Caribbean and Latin America, providing outsourced inbound and outbound customer service contact services for voice, chat, email, and mobile. KM² Solutions provides these services to clients in financial services, multi-unit healthcare, insurance services, travel & hospitality, eCommerce, technology & telecommunications, home services, and other sectors. The company provides clients with a host of solutions, including customer support and care, telesales & retention, claims management & processing, appointment setting & schedule management, loan origination & verifications, back-office processing, and technical support. KM² Solutions maintains PCI DSS compliance, completes a SOC 2 audit annually, and has a Compliance Management System that meets the FDIC standards.

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