CX Transformation is the collection of all customer experiences provided by an organization to ensure cohesiveness, engagement, and enrichment of all customer journeys.
It involves looking at the cumulative of all customer journeys to improve customer touchpoints and provide a remarkable customer experience.
Most importantly, to thrive on a global scale, organizations must develop a quick response to ever-changing customer expectations and meet their demands proactively.
CX transformation requires expertise, knowledge, and experience. Many organizations fail to identify the pain points in their customer journeys.
Consequently, they don’t know what problem to tackle first, or they work on fixing things individually.
This siloed mentality is inefficient due to a lack of a clear view of how problems might affect the customer experience. More likely, executives need all the puzzle pieces to see how they fit into a successful customer journey.
Organizations thinking this way will struggle to see beyond established ways of doing things. Their lack of fluid intelligence creates team separation and a lack of communication.
Ask yourself if it is better to push change in one function only or cross-functionally, with a customer-centric focus. The critical factor in answering this question is identifying gaps and improving function.
Let’s expand on what a CX transformation process looks like and what solutions can help you resolve the toughest customer experience challenges.
Identifying Customer Pain Points
Seeing through your customers’ eyes and tapping into their voices involves a range of systems and processes that capture vital customer feedback.
Leaders need clarity of purpose and the ability to rise above unpredictable situations. Thus, you must adopt a helicopter view of your overall processes, strategies, tools, and resources.
At a large scale, seeking context will allow you to shine a light from a higher perspective and lead your team to success.
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