The rapid decrease in demand for products or services, which means the primary concern is short term survival.
In this case, key issues for these companies include: This is happening with brick and mortar retailers, restaurants, travel agencies, event management organizations, and hospitality companies, along with the companies that serve them. Understand the situation: Your current business model is not working under COVID-19 restrictions and recovery may be difficult once restrictions are relaxed. What you need to do: Move from reactive to proactive as quickly as possible. To make the most of your CX technology, consider which of these three situations your business is in and find the best solutions. There are likely more capabilities that could be adopted and add value during a crisis. Get more value from your underutilized tools. For example, look for duplicate solutions being used in silos, like surveys and reporting tools. Reduce redundant technology that you already have in place. Cut redundancies so you can eliminate costs without reducing staff or cutting the budget. Make it easy for customers to manage their needs without having to call one of your already-overworked customer service agents.Īdvance your automation of routine, repetitive tasks. Here are a few simple examples of how technology can help right now:Įxpanded self-service capabilities. Cut Costs and Mitigate RisksĬX technology can help you identify areas for improvement in expense reduction, cost avoidance, and risk mitigation. Even if your brand is edgy and snarky, now is the time to soften the sales pitch-offer to be there as a partner, not just another business or brand. Consider your customers’ emotions and then develop your communication based on that. During a crisis, it’s important that your communication is not tone deaf. Skip the Standard Scriptįirst and foremost, don’t forget to keep messaging, scripts, and communications calming.
Get a better understanding of how these tools can be used in your organization to reduce expenses, optimize experiences, and more. When you can provide maximum value, regardless of the situation, your customers will take note.Īs such, our collective goal is simple: show you the value of CX technology, especially now during a time of business upheaval and crisis. With the right tools, you can listen, be adaptable with customer needs, and creative in your problem-solving. Sarah Simon, CCXP is a CX Designer at Verizon Business and works with enterprise clients to design voice and digital customer experience solutionsĬhuck Ingram is CEO at CongruentX where they work with clients, “Using Data, AI, and a New Way…To Drive CRM Adoption & Outcome.”ĬX technology can be invaluable during a time of crisis. While it may seem like an expensive or challenging aspect of your business to master, when looking at gold standard examples like Disney, Zappos & Ritz Carlton, with the right technology, improved CX is possible with nearly any budget.īefore we dive in, I want to introduce the two business veterans who have generously shared their insights on the value of CX technology for this blog post: Investing in the right technology is more important now than ever before because companies considered to be customer experience leaders fare better during downturns. CX tech investments enable you to make the most of your customer-focused people and processes, to magnify and make possible the culture change within your organization. Never forget that people make the difference. When executing successful customer experiences, technology is critical to optimize and enhance experiences and to support experience consistency. If you haven’t invested in Customer Experience (CX) technology, now is the time.
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