Digital touchpoints make up a large part of the customer journey, challenging organizations to determine which ones to make available. This is a complicated architectural question that needs to be addressed with finesse and insight in order to deliver the customer experience that consumers expect. The many and varied ways that customers interact with their brands of choice – whether it be chat, voice, augmented reality or other tech platforms – make this decision especially critical.
It has been identified that the three primary benefits most sought by consumers are convenience, empowerment, and emotional engagement. Understanding that these outcomes are the most important to a customer can assist an organization when implementing specific touchpoints into the customer journey and the most common categories of consumer activity.
For example, many consumers report that notifications can be extremely convenient and enabling. They act as a sort of defacto “customer assistant” – they remind, persuade, and stop just short of nagging customers to complete whatever task is referred to in the notification. And organizations can take this dynamic even further by being proactive enough to anticipate consumer needs and embedding the notification tool into this process. This strategy alone can be a true differentiator when generating next-level CX.
Another kind of experience to keep in mind are those provided through the engagement with immersive worlds, or metaverse. And while today’s metaverse can come across as gimmicky or contrived, its potential is staggering. Metaverse users claim extremely high levels of empowerment and emotional engagement, which speaks to how important it will be for today’s brands to secure options for future use.
In view of these new technologies, it’s also critically important for organizations to remain highly flexible and nimble. The only way to future-proof their tech stacks is through the utilization of a composable digital experience platform (DXP), ensuring that digital experiences can be very quickly assembled and reassembled as business, customer and market requirements evolve.
Ultimately, the best digital experiences involve a fast, intuitive and seamless interaction between customers and their brand of choice, as they switch between channels in their journey toward becoming clients. Through all stages of this journey – discovery, consideration, purchase, retention and advocacy – an organization’s success relies on the end-to-end touchpoints that are provided and the optimization of a brand’s DCJ.
Understanding that digital customer experience is at the heart of their journey, there was never a better time to partner with a customer service outsourcing company like Anexa. With a deep pool of premium customer service specialists, Anexa supports businesses across all industries in the critical analysis and management of their customer base, allowing for highly personalized interactions through every step of the customer journey. We also work within the premise that customer service is no longer a reactive business practice that simply puts out fires, but a dynamic and proactive customer interaction. With detailed analytics and insights that generate well-informed customer profiles, our teams can prevent issues, solve problems before the customer raises them, target sales and personalize responses. In the call center support role, bilingual Anexa teams are able to integrate seamlessly with all of your company’s departments. Our customer care specialists are trained to embody the voice, the language, and the spirit of your business and your brand
Check in with Anexa today to learn more about partnering with one of the best customer service outsourcing companies in the market.