CX Tech Adoption: Enabling the Oracle Roadmap To Modern by Rob Wales, Customer Experience Strategist
By Tuula Fai on Apr 08, 2015
Let's look at Virtual Assistant as an example.Virtual Assistant is a combination of natural language, contextual knowledge, chat and scripting. Implementing Virtual Assistant and immediately expecting it to be successful is like installing a kitchen sink without putting in the plumbing underneath.You have to implement technology capabilities in layers and mature your processes along the way—implement a knowledge base and develop your knowledge management processes and content; employ natural language and fine-tune it to your industry and business.
To solve this problem, industry leaders are moving to fully integrated solutions that provide true omni-channel support, ultimate configurable flexibility, and agent desktop tools to personalize the customer experience. But technology adoption is a process, not an end-state; you can't start at the finish line. Too often, companies with CX initiatives will implement top-tier solutions, and expect all their goals to be attained through the technology alone, as if the systems themselves are a panacea. Technology solutions are only as good as the strategy and business processes they support, and it's critical to understand what those are and the capabilities needed to attain that maturity.
- Know how they've engaged with your company in the past, regardless of how they contacted you (phone, chat, email, Facebook, etc.), and get quick visibility into their issues.
- Know who they are, they're preferences, what they've bought (and how much) and how they liked it.
- Understand how they feel about your company, about their interactions with you, about the effort they expend doing business with you, and about recommending your company to others.
This level of maturity in both technology and business process will differentiate you from competitors and help make you a leader in your industry. It will also create fierce loyalty in your customers, making them brand advocates.
Technology can help you attain your strategic goals—but you can’t get there all at once and you can’t get there with technology alone. Determine your strategy, examine your business processes, and establish your success metrics. Then, as you make choices about your CX technology, ensure that you invest in robust solutions that will get you where you want to go, and provide you with a roadmap to get their gradually. Finally, consider the progression of adoption: "Get Going, Get Better, Get Ahead," not just with your technology but with the underlying processes that the technology supports and enables.
Learn more today about the Oracle Roadmap To ModernTM