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Customer Experience Platform includes Customer Experience Roadmap, Analytics Roadmap, Loyalty Roadmap, Sales Experience Roadmap, and Marketing Roadmap.
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Table of Content Customer Experience inRetail Industry How important is the customer experience? What is Customer Experience Customer Experience in Banking Industry Customer Experience of Mastech InfoTrellis
What is Customer Experience? Customer Experience is defined as the mindset of your brand in the eyes of your customers across various platforms. Digital Customer Experience is the overall perception of your brand in the eyes of your customers across digital platforms. It is not just limited to what a customer thinks about your product, the visual elements of your website, or how you can interact with your customer service team- it's all of it. It's all about their entire experience with your brand, both online as well as offline. A global CX study by Oracle found that 74% of senior executives believe that customer experience impacts the willingness of a customer to be a loyal advocate. If you want your customers to stay loyal, you have to invest in their experience!
Customer Experience in Banking Industry Customer Experience in Banking refers to a customer’s collective experience while interacting with various touchpoints, face-to-face interactions, online advertising, emails, call-centers, online banking systems, and even social media. Financial institutions that invest in the customer experience in banking have higher recommendation rates, greater wallet share and are more likely to up-sell or cross-sell products and services. According to a Gartner survey, 81% of Companies Compete mostly or completely on the basis of CX The Customer Experience is important in the banking industry because the better a customer experience is, the more likely they are to remain loyal to a brand, resulted helps in improving customer retention. * Above Survey Data Taken from Gartner
How important is the Customer Experience? • Customer experience is a top priority to businesses in upcoming years. The reason is simple; the companies that focus on customer experience reduce churn and increase revenues - leading to higher profits! • For many, customer service and customer experience are seemingly interchangeable. Yet, one is a single touchpoint with a brand, while the other impacts feelings and emotion and encompasses the entire customer journey. Ways to improve the customer experience: Create a clear customer experience vision Create an emotional connection with your customers Use a quality framework for the development of your team Measure the ROI from delivering a great customer experience Understandwho your customers are Capture customer feedback inreal-time Act upon regular employee feedback
Customer Experience of Mastech InfoTrellis Recently Mastech InfoTrellis acquired Amberleaf Consulting; it has added substantial depth in customer experience services. Amberleaf is one of the pioneers in Customer Experience Services which has delivered over 1900 projects over the year and is the only firm in the industry to provide managed services for sales, marketing, customer service.
Customer Experience Strategy Delight customers with a holistic Customer Experience strategy across the enterprise. Customer Service Optimization Sales Optimization Marketing Optimization Optimize the customer’s omnichannel experience through self-service, agent-based interactions, and your mobile field service. Attract, nurture, convert, and satisfy more customers through highly personalized messaging supported by automated solutions. Enhance close rates through better access to data and analytics.
Customer Experience Offerings By MastechInfoTrellis- Part I 1- CX Advisory Services Customer Experience Roadmap- It looks over the customer across sales, marketing across all customer-facing channels. Analytics Roadmap– It defines the overall analytics approach across the customer journey and includes functions like marketing performance and personalization. Loyalty Roadmap- It defines the next-generation customer retention program, which is based on deep-dive analytics. Marketing Roadmap- It helps to make strategies and define metrics for improving customer acquisition, retention.
Customer Experience Offerings By MastechInfoTrellis – Part II 2- CX Accelerators Customer Service Accelerator - It comprises multichannel service automation and standard operational analytics. Marketing Accelerator- These services are designed to boost an enterprise marketing task with multichannel marketing automation and performance reports. Sales Accelerator- It provides sales analytics services and opportunity management services. Customer Experience Analytics Accelerator- It helps in content tagging, rapid A/B testing, and takes care of models and forecasting of pricing and segmentation.
Customer Experience Offerings By MastechInfoTrellis – Part III 3- Customer Experience as a Service • CXaas for Marketing- It involves campaign strategy, digital CX strategy. The technology aspect of this service involves campaign development and mobility. • CXaas for Sales - It covers sales analysis and pricing optimization. The technology aspect takes care of sales lead management and commissions. • CXaas for Service - It includes a strategy that takes care of channel transition and journey mapping. The technology aspect covers omnichannel engagement and knowledge management. • CXaas for CX Analytics- CX Analytics is the heart of CXaas, whether it includes strategy, governance, and technology.
