ARCHITECTURE AND QUALITY
Customer-Centric organizations must have the correct technology stack to obtain a 360-degree view of their customers. This includes mechanisms for understanding the quality of data.
COLLECTION
Organizations must have different methods to collect customer data, as frictionless as possible. They must be able to organize this data so that it is fit for use and appropriately managed.
ANALYSE AND SHARE
Successful organizations analyze a range of data to uncover opportunities to improve the Customer Experience and share this information across the organization
WHAT IS TECHNOLOGY AND INSIGHTS?
In order to compete in today’s fast-moving and data-rich world, organizations must develop capabilities in data management. They must be able to collect customer data and marry this with other forms of data in order to create a rich picture of the customer and business relationship. Organizations must also be able to use the data to understand the situation and tell stories to uncover opportunities to grow, as well as to motivate and align teams.
WHY ARE TECHNOLOGY AND INSIGHTS IMPORTANT?
-Better information enables organizations to drive higher profits through customer -expansion
-Uncover more valuable opportunities more often
-Supports an organization to offer services pro-actively rather than being re-active
-Supports offering a personalized experience
-Reducing costs of manually analyzing data
-Improves organizational alignment through sharing of insights across functions
-Increase CSAT and Customer Effort Score
-Improve Customer Acquisition Rate
-Increase Customer Retention Rate
-Increase Customer Lifetime Value
-Increase Revenue
Want to learn about the full model?
Head over to our training to get certified in Customer Experience Leadership, Customer Experience Analysis or as a Customer Experience Coach. Interested in the model? Scroll down to browse some of the other dimensions.
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