Category Archives: Digital Transformation

What Does Great Customer Experience Really Look Like?

By | CCM, Changing Technology, CRM, Customer Communication Management, Customer Engagement, Customer Experience, Customer Experience Strategy, Customer Insights, Customer Journey Mapping, Customer Relationship Management, Customer Satisfaction, Customer Service, Digital Customer Engagement, Digital Transformation, Enterprise Information Management | No Comments

Defining customer experience can be a challenge and there is no single definition that’s widely accepted at the moment. For many organisations this can make it difficult to determine exactly what their customer experience strategy should look like. If you don’t know what success looks like, it’s going to be very difficult to set appropriate goals and measure your progress effectively.

Here are a few of our suggestions as to what a successful customer experience looks like.

  • Your customers are your biggest advocates and champions. You know you’re getting it right when your customers are your biggest promoters. When customers have had an outstanding experience with an organisation they will tell their friends and family about it and this will result in faster business growth for you. If your customers are raving about you on social media and you’re getting a good influx of word of mouth business and referrals you know your customers are having a great experience with you.
  • Your customers want to connect with you on a personal level. Building great relationships is crucial to offering a good customer experience. You know you are doing a good job with this when your customers start to follow you on social media and reach out to you on a personal level to ask your opinion or advice. If your customers want your organisation in their lives, even when they’re not looking to buy from you, this means they trust you and believe you bring something of value to them.
  • Repeat business forms a significant part of your growth. When it comes down to it, your customers will vote with their wallets. If you are getting a high volume of repeat business and your customers are returning to you over the long term, you can feel pretty confident that you’re providing an experience they like. Customers are empowered with more options than ever before and this means they can and will walk away and take their business elsewhere if they’re not happy.

Measuring your customer experience management strategy is important if you want to be sure you are on track and continuing to provide a high quality experience to your customers.

While each organisation will set their own individual goals, if your customers are promoting you, connecting with you and returning to you on a regular basis you can feel fairly confident that you’re heading in the right direction.

Source:

https://blog.sprinklr.com/wp-content/uploads/securepdfs/2016/03/20150320_WP_EN_The-Survival-Guide-To-Customer-Experience_V01.pdf

The 3 Unbreakable Tips for Great Customer Experience

By | CCM, Changing Technology, CRM, Customer Communication Management, Customer Engagement, Customer Experience, Customer Experience Strategy, Customer Insights, Customer Journey Mapping, Customer Relationship Management, Customer Satisfaction, Customer Service, Digital Customer Engagement, Digital Transformation, Enterprise Information Management | No Comments

Delivering a great customer experience is a crucial element of success for any business, but it’s easy to over think it. With so much information available about the different customer experience strategies, you can get bogged down in the finer details to the point where it’s hard to dig your way out.

To make it easier, we’ve put together three overarching tips that every organisation should abide by if they want to deliver a fantastic customer experience. While the details are certainly important, by following these overall tips you can set yourself on a strong path to providing a great experience for your customers:

  1. Understand your customers. If you’re going to get your customer experience strategy right you need to start with the basics. This means understanding your customers and what they really want from your organisation. The better you know your customers on an individual, personal level, the easier it’s going to be for you to deliver them a fantastic, tailored experience that will impress them, every time.
  2. Prioritise your customers across the board. If your customer experience strategy is going to be effective, you need to put your customers at the centre of your organisation. Many businesses still put their own needs first, and this often leads to an inconsistent result. Your employees should have a shared vision, which focuses on the customer and ensures that at each touchpoint, your customers will enjoy a consistent experience that’s focused on their needs.
  3. Deliver amazing customer experiences as you grow. Scaling up can be a challenge for customer-focused organisations. It’s common for start-ups and smaller organisations to be able to deliver a personalised customer experience but this is often lost as the business gets larger and processes and systems take the place of personal interaction. The trick is to create systems that can scale easily while you keep your focus on your customers and delivering a great experience.

If you can deliver a great customer experience across your organisation, you can get ahead of the competition and create a loyal following for your brand. Customer experience has never been more important than it is now. Follow these three tips to ensure your customer experience strategy is moving in the right direction.

https://blog.sprinklr.com/wp-content/uploads/securepdfs/2016/03/20150320_WP_EN_The-Survival-Guide-To-Customer-Experience_V01.pdf

Why It’s Crucial to Take a Holistic View of Customer Experience

By | CCM, Changing Technology, CRM, Customer Communication Management, Customer Engagement, Customer Experience, Customer Experience Strategy, Customer Insights, Customer Journey Mapping, Customer Relationship Management, Customer Satisfaction, Customer Service, Digital Customer Engagement, Digital Transformation, Enterprise Information Management | No Comments

Outstanding customer experience can’t exist in isolation. Everyone in your organisation needs to play a part in your overall customer experience strategy if you’re going to ensure a fully integrated, streamlined approach.

Too many organisations still take a disjointed approach to their customer experience strategy and this can lead to an inconsistent experience for your customers, which can in turn lead to frustration. Taking a holistic approach to your customer experience management is no longer an option, it’s essential if you want your organisation to survive and really stand out for the right reasons.

Here are a few reasons why you should prioritise and take a holistic approach to your organisation’s customer experience:

  • Build trust: If your customers get fantastic service from you most of the time but not all the time, it’s going to make it hard for them to trust you. All good relationships are built on trust, so if your customers can’t trust you to provide them with a consistent experience, it’s going to be difficult to gain their loyalty over the long term. On the other hand, if your customers feel confident that they’ll get a great experience every time, this can form the foundation for a long lasting, mutually beneficial relationship.
  • Understand your customers’ needs: A holistic approach to customer experience management means communication across different departments and teams and the sharing of information about your customers. This helps you build up a full picture of who your customers are, what they value and how they interact with your brand. This in turn will allow you to offer them a better experience and find ways to meet their changing needs and expectations in the future.
  • Make your customers feel appreciated: A crucial part of great customer experience is about making your customers feel important and valued and taking a holistic approach will go a long way to making your customers feel appreciated. When everyone in your organisation knows who your customers are on an individual level it will enhance their experience each time they interact with you.

Customer experience management is not just a job for one or two departments, if you’re going to do it well you need to get your whole organisation on board. By putting your customers at the centre of your business you can help build trust, make them feel valued and gain a better understanding of their needs.

Why Social Media is Important for Customer Experience

By | CCM, Changing Technology, CRM, Customer Communication Management, Customer Engagement, Customer Experience, Customer Experience Strategy, Customer Insights, Customer Journey Mapping, Customer Relationship Management, Customer Service, Digital Customer Engagement, Digital Transformation | No Comments

Social media has become a common marketing tool for organisations of all different shapes and sizes but making the transition from using social media for awareness raising and self-promotion to using it for customer experience can be a challenge for many.

If you are serious about providing a customer focused experience in your business, you can’t overlook the importance of using social media as part of your overall customer experience management strategy. Social media is evolving and while it started off as a way to talk between people, somewhere along the line it seems to have lost that and instead become a way for many brands to foist their message on to the masses.

When it comes to social media, you need to be aware that your customers are in control of what is published about your organisation, not you. You can’t stop them posting complaints and negative feedback on your public pages and their comments can be seen by a huge number of people in a very short space of time. Customers are aware of this and they know their power. This means that if you’re going to be successful at promoting a positive customer experience you need to really embrace social media and use it for its designated purpose, as a communication tool.

Many organisations have successfully used social media to create an excellent customer experience through the power of listening to what their customers are saying and engaging in one on one conversations with them. Your customers will take to social media to talk about their experiences with your organisation, whether you like it or not. Making sure you have an active presence on the social media platforms your customers use is the best way you can let them know you care about what they’re saying and use the information you get from your interactions with them to shape your organisation going forward.

A truly customer focused organisation is one that listens to its customers and puts their needs first. Social media is a fantastic tool to help you understand what your customers are saying about you and gain the insight you need to build a business model that places them at the center.

Social media is something you can’t afford to ignore if you are serious about creating a customer-focused organisation. By making social media part of your customer experience management strategy you can engage your customers and build a truly customer centered brand.

The Four Main Obstacles Getting In the Way of a Great Customer Experience

By | CCM, Changing Technology, CRM, Customer Engagement, Customer Experience, Customer Experience Strategy, Customer Insights, Customer Journey Mapping, Customer Relationship Management, Customer Satisfaction, Customer Service, Digital Customer Engagement, Digital Transformation, Enterprise Information Management | No Comments

Most organisations are well aware of the need for a focused customer experience strategy. In spite of their great intentions, for many organisations, creating a solid customer experience is fraught with a number of pitfalls. There are some common mistakes that we see people make time and time again when they are trying to create a strong customer experience strategy.

Here are four of the most common obstacles that could be getting in the way of you offering a great customer experience to your customers:

  1. Too much focus on day to day operations, not enough on innovation and strategy. This is a common problem we see. Even in organisations that are taking an integrated approach to their customer experience, the customer service or marketing team are often left with more than their fair share of tasks like managing social media pages, responding to customer queries and other time sucking tasks. By spending too much time on these jobs, there is less time for innovative marketing strategies that will actually grow the organisation. The answer here is to share out those tasks more fairly and give other departments access to social media pages or data platforms so they can free up some time.
  2. Data siloes. While we all know how important it is to gather data and keep track of it, what do we do with it once we have it? For many organisations the problem is not the amount of data they have, it’s figuring out how to make use of it in a constructive way without getting overwhelmed. Just like integrating your systems is important, if you’re going to get the full benefit of your data you also need to integrate it across different platforms. Doing this manually is going to take a lot of time and hard work so finding an integrated solution that does it for you is essential.
  3. Lack of understanding of social commerce. Social commerce is an emerging trend and it’s becoming increasingly common for customers to buy products directly from social media platforms. Unfortunately, for many organisations this has led to confusion as people struggle to get to grips with this new technology. If you enable social commerce for your organisation it’s important that you spend the time training your staff on how it actually works. Social commerce is still in its infancy and it’s not as user friendly as it could be just yet.
  4. Lack of relevant skills. More and more of customer experience strategy hinges on social media. This means that having the skills to understand how social media marketing works and understand how customers are using social platforms to interact with brands can be extremely useful. Without these skills it’s going to be difficult for your team to do their job effectively. Make sure your team have the opportunity to learn the skills they need or outsource some of the more skilled tasks to specialists.

Don’t let these common obstacles get in the way of your customer experience strategy. Break through them and you can get your organisation on the path to a more successful customer experience strategy.

ClearView partners with CoTé for best practice CCM solution

By | CCM, Customer Communication Management, Digital Customer Engagement, Digital Transformation, virsaic | No Comments

ClearView partners with CoTé, a leading Digital Customer Engagement Solutions Provider, to implement a best practice customer communications and experience management solution.

Challenges

Solutions

Results

·       To optimise operations and
achieve process and cost efficiencies

·       Multiple systems and processes to communicate with customers

·       Compliance and operational risk because of disparate processes

·       Inconsistent adviser and customer experiences

·       Transformation, rationalisation and digitisation of business processes

·       Implementation of the virsaic platform as a service end-to-end customer communication management solution for Life products

·       Cloud based platform that will enable ClearView to orchestrate all their customer correspondence in one system over time

·       Efficient, streamlined fully auditable business process automation

·       A best practice, enterprise CCM capability providing a single solution for Life products correspondence, centralised content and management, an APRA compliant document archive and multi-channel distribution

·       Digitally enabled and improved   customer experience

·       Foundation for future integration of Life and Wealth products correspondence

Background

In 2014, as part of a broader strategic asset review across the ClearView business to support future enablement, it was recognised that a transformation of ClearView’s information management practices and customer engagement capability was an urgent requirement.
The business was operationally inefficient and cost and commercial risk intensive. An independent assessment was launched and key recommendations proposed to support the development of a best practice information management future state, including options on how best to manage adviser and customer correspondence.

The Challenge

ClearView’s customer communication management function was problematic. It lacked consistency, data originated from multiple source systems and a mix of manual intensive business processes existed alongside multiple out-sourced distribution management capabilities.
A decision was made to implement a best practice CCM solution that would deliver a consistent, scalable, agnostic and integrated enterprise capability.

The Solution

ClearView engaged CoTé, one of Australia’s leading providers of digital customer engagement and information management solutions, to configure an enterprise fit-for-purpose, end-to-end CCM solution using their virsaic™ software as a service platform to future enable ClearView’s strategy. The first stage of this would focus on life insurance products and this solution was implemented in parallel with a broader business and technology transformation across the ClearView business.

The Results

ClearView, together with CoTé, have helped their staff and advisers to efficiently and effectively engage their customers into the future with a technology solution that allows them to be responsive, pro-active and customer-centric.

The solution has delivered an easy-to-use, self-serve APRA compliant business process configuration with a real-time ability to digitally create, manage and distribute content and communications across web, email, SMS, print and mail. Staff are able to securely access a centralised common view of information on-demand to meet customer servicing requirements.

ClearView and CoTé jointly continue to invest in the solution to maximise on-going value for advisers and customers as it is rolled out across other products within the business.

The ease of integration with other enterprise applications will also enable the streamlining of use and access for staff, advisers and customers.

virsaic screens

 

 

 

The Four Main Obstacles Getting In the Way of a Great Customer Experience

By | CCM, Changing Technology, CRM, Customer Communication Management, Customer Engagement, Customer Experience, Customer Experience Strategy, Customer Insights, Customer Journey Mapping, Customer Relationship Management, Customer Satisfaction, Customer Service, Digital Customer Engagement, Digital Transformation, Enterprise Information Management | No Comments

Most organisations are well aware of the need for a focused customer experience strategy. In spite of their great intentions, for many organisations, creating a solid customer experience is fraught with a number of pitfalls. There are some common mistakes that we see people make time and time again when they are trying to create a strong customer experience strategy.

Here are four of the most common obstacles that could be getting in the way of you offering a great customer experience to your customers:

  1. Too much focus on day to day operations, not enough on innovation and strategy. This is a common problem we see. Even in organisations that are taking an integrated approach to their customer experience, the customer service or marketing team are often left with more than their fair share of tasks like managing social media pages, responding to customer queries and other time sucking tasks. By spending too much time on these jobs, there is less time for innovative marketing strategies that will actually grow the organisation. The answer here is to share out those tasks more fairly and give other departments access to social media pages or data platforms so they can free up some time.
  2. Data siloes. While we all know how important it is to gather data and keep track of it, what do we do with it once we have it? For many organisations the problem is not the amount of data they have, it’s figuring out how to make use of it in a constructive way without getting overwhelmed. Just like integrating your systems is important, if you’re going to get the full benefit of your data you also need to integrate it across different platforms. Doing this manually is going to take a lot of time and hard work so finding an integrated solution that does it for you is essential.
  3. Lack of understanding of social commerce. Social commerce is an emerging trend and it’s becoming increasingly common for customers to buy products directly from social media platforms. Unfortunately, for many organisations this has led to confusion as people struggle to get to grips with this new technology. If you enable social commerce for your organisation it’s important that you spend the time training your staff on how it actually works. Social commerce is still in its infancy and it’s not as user friendly as it could be just yet.
  4. Lack of relevant skills. More and more of customer experience strategy hinges on social media. This means that having the skills to understand how social media marketing works and understand how customers are using social platforms to interact with brands can be extremely useful. Without these skills it’s going to be difficult for your team to do their job effectively. Make sure your team have the opportunity to learn the skills they need or outsource some of the more skilled tasks to specialists.

Don’t let these common obstacles get in the way of your customer experience strategy. Break through them and you can get your organisation on the path to a more successful customer experience strategy.

5 Steps to Starting and Implementing a Successful CX Strategy

By | CCM, Changing Technology, CRM, Customer Communication Management, Customer Engagement, Customer Experience, Customer Experience Strategy, Customer Insights, Customer Journey Mapping, Customer Relationship Management, Customer Satisfaction, Customer Service, Digital Customer Engagement, Digital Transformation, Enterprise Information Management | No Comments

Successful customer experience is the cornerstone of a successful business, but how do you actually do it? Customer experience can be one of those hard to define concepts but there are a few simple strategies you can use to create a more customer friendly organisation and enjoy the benefits that a successful customer experience strategy can bring you.

Here are five steps we would recommend to anyone who wants to start and implement a successful customer experience strategy.

  1. Create a strong foundation. Sometimes you need to go back to the beginning if you’re going to grow effectively. This means focusing on creating a strong, scalable architecture for your business. Go back to basics and look at your business processes, technology and social media platforms and think about how you can create a strong basic structure that will let you adapt and grow in the future.
  2. Take time to understand your customers. It might take some time and effort to establish meaningful relationships with your customers but it’s well worth it in the end. By taking some time to get to know your customers you can develop a mutually beneficial relationship that is based on trust. This means seeing your customers as more than a means to an end, but getting to know what really makes them tick. This is a long-term approach that can make a huge difference to your business bottom line and the quality of your customer relationships.
  3. Get everyone on the same page. Providing a great customer experience is not just the job of your sales or customer service staff. To create a truly customer centred organisation you’re going to need the support of everyone in your organisation. Encourage all your employees to rally around the customer and make them the main focus and you’ll be well on your way to providing a great customer experience.
  4. Listen. To really understand what your customers value and how your organisation is tracking at meeting their needs you will need to listen to them. This means using data to gain an insight into your customers’ needs and priorities. You can also spend some time talking to them, measuring how they react to your social media pages and anything else that will let you really listen to them instead of making assumptions about what they want.
  5. Measure your results. A successful customer experience strategy will have a measurable impact on your business. If you don’t measure the results you’ll have no way to tell if your strategy is actually working. Make evaluation and measurement a regular part of your customer experience strategy.

Implementing a successful customer experience strategy doesn’t have to be complicated but it will require some work on your part. Hopefully these five pointers can get you started in the right direction.

Customer Experience: What is it Exactly?

By | CCM, Changing Technology, CRM, Customer Communication Management, Customer Engagement, Customer Experience, Customer Experience Strategy, Customer Insights, Customer Journey Mapping, Customer Relationship Management, Customer Satisfaction, Customer Service, Digital Customer Engagement, Digital Transformation, Enterprise Information Management | No Comments

You’ve probably heard how important customer experience is to organisations, but what exactly is it? While the term customer experience might be commonplace among management speak, there are still a lot of misunderstandings around what the term really means and how you can define customer experience in a way that everyone in your organisation will understand.

Your customers’ experiences can be defined as the overall sum of how they feel at every interaction they have with your brand. If you make your customers feel good overall, you’re going to leave them with a positive customer experience. On the other hand, if the overall sum of their interactions with you leaves them with a negative feeling, chances are they are going to think of their experience with you as negative, even if they did have some positive interactions during the process.

If you want to gain control over the way your customers feel about your organisation and ensure they are left feeling good about you, you have to be proactive. This means taking the approach of actively managing your customer experiences. Customer experience management is an emerging field at the moment but it’s something that we’re going to see a lot more of in the future.

Many organisations make the mistake of viewing customer experience management as solely a function of their customer service department. Unfortunately this approach can lead to difficulties as increasingly customers come into contact with multiple facets of your organisation and the quality of experience they have will depend on them having a universally positive, consistent experience across the board.

A holistic approach is essential when you’re looking to improve your customer experience overall. Think about when your customers come into contact with your business. Is it just when they deal with customer service? Chances are they already look at your website, your social media pages, download reports and other information, go and visit you in person or pick up the phone and give you a call. They probably use a variety of platforms to get in touch with you including their mobile, your app, email, instant chat and in person conversations.

Great customer experience management means creating a fantastic experience across the whole spectrum of your customer interactions. Customer experience is so much more than just a customer service function – your technology needs to support your customer experience focus along with every department within your organisation.

NTI plus virsaic

Building a Formidable Digital Future Together

By | CCM, Digital Transformation, virsaic | No Comments

National Transport Insurance chooses virsaic™

 

Building a Formidable Digital Future Together

NTI, a leading specialised Australian Insurer, chooses virsaic™, Australia’s foremost digital customer engagement cloud platform, to deliver optimal customer experience through seamless integration.

 

“Engaging CoTé to implement virsaic™ Integrate has provided NTI with the ability to modernise its customer communications.  As a valued partner, CoTé provides a new level of customer engagement capability and expertise, allowing NTI to concentrate on the things we do best.

The virsaic™ platform has been integrated into NTI’s core insurance system and facilitates seamless communications for our customers and partners”

Marcus Sweeney, Chief Information Officer – NTI

 

Background

As part of NTI’s broader strategy, a commitment was made to transform customer communication operating processes in order to deliver key strategic objectives and improve overall efficiencies. CoTé Software & Solutions (CoTé) was appointed as the Solutions Partner of Choice to assist NTI in delivering the required outcomes.

The Solution

An Advisory led solution, coupling deep knowledge and expertise to re-engineer NTI’s customer communication templates/user experience and the configuration of a virsaic™ ‘Integrate’ instance, allowed NTI to transform their customer communications capability in readiness for taking critical new products to market in a matter of weeks.

The solution delivered:

  • A best practice, contemporary customer communications template set to support NTI’s evolving customer experience expectations
  • Responsive real time digital design functionality to support true Omni channel communications
  • APRA/ASIC compliant track, trace, analysis, and auditability of communications across all channels
  • Digital Android / IOS wallet integration for Membership card delivery
Digital Wallet Integration example

Digital Wallet Integration example

About NTI

Backed by over 45 years’ experience, and a reputation as Australia’s market leader in heavy commercial motor insurance, NTI is committed to pioneering ways to keep its customers moving forward.

Today, the NTI brand portfolio has evolved to include Yellow Cover – insurance for mobile plant and equipment, Truck Assist – specialised roadside assistance and most recently Marine Protect – Australia’s largest marine insurance offering.

About CoTé Software and Solutions

CoTé is the premier independent partner of choice in Digital Customer Engagement, leveraging the best talent and smart technology to enable our customers to disrupt their markets.

CoTé has developed and built in Australia a locally Azure/AWS hosted world class end-to-end customer engagement cloud platform, virsaic™, that enables business users to seamlessly deliver great experiences for their customers.

Virsaic™ connects the dots across all customer interactions from Onboarding Forms through to Customer Communications Management, Workflow, Archive and Distribution Management.