According to an MIT Sloan School of Management study, streamlined CX strategies are one of the essential mile markers for any bandwagon motoring across the digital transformation roadmap.
To meet the need for improved understanding of customers, the research suggests that organizations engage data-driven customer segmentation and analytics, and social listening— advancing insights into one’s clientele. In addition, they should embrace digitally-enabled selling, marketing, and customer processes—nurturing top-line growth in sales and revenue. And they should employ streamlined, automated customer service, cross-channel coherence, and self-service offerings—improving the quality of customer touchpoints1.
As a case in point, some organizations in the auto insurance sector have hurdled over legacy-related tech roadblocks and upped their data science talent and know-how through Data Science Core Program training. In turn, they have been able to leverage such CX initiatives as predictive analytics to better serve their customers as well as set pricing for them.
On the customer-service side, call centers have become more efficient, with calls automatically routed to the best operators for each specific customer need. On the selling and revenue side, data-capture cameras within vehicles have now enabled good-driver savings for certain customers (and upward rate adjustments for not-so-good drivers).
In another CX example, health care insurers have developed their internal software engineering talent through Technology Architecture and Methods training, helping them adopt third-party software partners and state-of-the-art tools for managing claims processing.
Now, internal teams have improved their knowledge engineering when solving claims issues
across short-term as well as long-term IT strategies. Externally, that translates to a more streamlined, informed and efficient claims experience for customers and claims professionals alike.
And that’s why a roadmap helps… here’s where we are, here’s where we need to go, here’s how to get there… navigating through the customer experience, through operations (our next blog post in this series) and ultimately to a transformed business model, all or in part.
These are over-arching examples and there are many more—they all mean something different to different companies and industries. One thing they’ve all had in common, though, is that there existed a gap between the technical skillsets available versus those required.
By upskilling and reskilling workers, an organization can close that gap and reach its next destination—a seamless, transformed customer experience that any clientele will now expect and demand.
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1MIT Sloan School of Management and Capgemini Consulting,, “Digital Transformation: A Roadmap for Billion Dollar Organizations,” Study and Analysis