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11/4/2015
07:06 AM
Jessica Davis
Jessica Davis
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Improving Customer Experiences: 10 Ways IT Can Help

The customer experience, also known as CX, is nothing new. But Forrester Research says 2016 will be the year that companies need to either embrace CX and make it central to all operations or get left behind. Here's what IT leaders need to do to survive.
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Make It Personal 
The Issue: Routing your customers through phone trees may have been fine for cutting costs, but 'customers expect to be treated as individuals in their moment of need,' according to Forrester. Companies that deliver on this will be rewarded, and companies that fail will be punished. 
What IT should do: Forrester said leading companies are leveraging business intelligence systems to derive customer insights that they then apply to creating an effective customer experience interface. All of this is done with the goal of providing responsive, predictive customer care. Laggards will use old-school customer segmentation techniques instead, and will struggle to keep up. 
(Image: Wavebreakmedia/iStockphoto)

Make It Personal

The Issue: Routing your customers through phone trees may have been fine for cutting costs, but "customers expect to be treated as individuals in their moment of need," according to Forrester. Companies that deliver on this will be rewarded, and companies that fail will be punished.

What IT should do: Forrester said leading companies are leveraging business intelligence systems to derive customer insights that they then apply to creating an effective customer experience interface. All of this is done with the goal of providing responsive, predictive customer care. Laggards will use old-school customer segmentation techniques instead, and will struggle to keep up.

(Image: Wavebreakmedia/iStockphoto)

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11/6/2015 | 3:42:34 PM
Discomfort
When talking about disruption, I continue to remind myself that if I'm not a little uncomfortable , I probably am not headed in the right direction. Disruption is not safe. Innovation requires risk.
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