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By Pam Q.

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Conquering the Centre

The future and economic climate remain uncertain as the pandemic continues to affect businesses. Companies are expected to adapt to this new normal by reconsidering the digital-only approach in their customer service processes. Customer experience leaders need to consider customer preferences and digital channels where they converse with their customers to accommodate their varied behaviours. 

 

According to a study of contact centre leaders, they found out that 92% of respondents experienced an increase in volume of different interaction types since the pandemic happened. Considering the increasing customer expectations, contact centres need to evaluate and design experiences with “digital-only” customer-centric experience in mind. Streamlining communications using digital channels help with business efficiency, reduces customer effort, and ensures that a business can evolve along with customer preferences and expectations.  

 

 

For ecommerce websites, every click and every visit can make or break a company’s sales goal. A study shows that the abandonment for an ecommerce site varies from 55% to 80%. This poses possible losses for a year and calls for a deeper look into the customer journey - where they attract their customers and where they lose them. Business leaders or need to map out the customer journey that involves their digital channels as the avenues to communicate with their customers. 

 

Whichever digital channel will be utilized, creating and nurturing moments with customers using chatbots is one solution that companies should start looking into implementing. When chatbots are designed effectively in the customer journey, it can help retain leads, increase conversion, turn leads to loyal customers, and collect and analyze data for optimization and improvements in the customer journeys. 

The heART of CX

Customer experience isn’t a one-time visit or linear engagement with customers, it’s an evolving experience that defines how the relationship will be nourished even from the first point of contact. At every step of the customer experience, customers constantly and proactively delegate whether they should continue doing business with you or not.  

 

Customer experience isn’t a one size fits all solution either since perceptions and expectations from customer changes over time. Fine-tuning and improving customer experience will be the new standard of the customer, and providing less of a satisfactory experience can be instant red flags for them.  

 

When customers feel like they have a say in where they can reach a business and whether or not that business can be reached via multiple channels where they can receive immediate replies to their inquiries, there can be a significant positive change in the experience.  

Artificial Intelligence (AI) continues to gain traction as various industries and businesses see more of its potential to transform their companies. According to a report from RobertHalf, 39% of IT leaders are currently implementing AI or machine learning in their companies while 33% expect to use AI within the next three years, and 19% expect to use it within five years. 

 

AI has proven to be very useful in designing and building customer experiences by using machine learning to know more about customers’ behaviour and making real-time decisions and predictions based on customer data.  

IMO (Innovate. Modernise. Operate)

Google Assistant allows users to use voice recognition to access and use Google apps, but the service isn’t entirely accessible to people with disabilities who are unable to issue voice commands. Just recently, Google teamed up with Tobii Dynavox, the company behind devices for speech synthesis and eye-tracking, to integrate Google Assistant and Tobii Tech’s speech synthesis machines with custom button options like controlling music playback, turning light on/off, or queueing up a song in an app. These touchscreen devices have a customizable screen of icons that can produce vocal snippets so people with disabilities or impairments can communicate commands by touching the icons or using eye movements.​

Implementing AI in a company’s app enables computers to learn from experience and data to complete tasks. AI in apps helps gather data, solve problems, understand languages, and even create plans.  

 

Another benefit of using AI in apps is the lead generation factor it brings to the table since chatbots can provide real-time answers to customers. With the slew of data available for businesses to analyze and measure, AI helps sift through all this data to find only relevant and valuable ones by performing automated data analyses which helps brands understand data better and make more accurate business decisions.  

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Weekly News Roundup with Curiosity Worx (October 5 to 9 2020)​

If there’s one thing that this pandemic has taught businesses and their leaders, that is to adapt to sudden changes and rise above adversity. Staying on top of current trends and news can make huge impact in decisions that can affect businesses in the long run. For this week, we’ve rounded up some notable news about transforming businesses with the use of AI technology, improving brand-customer communication using chatbots, and designing customer-centric journeys and experiences.​

Weekly News Roundup with Curiosity Worx (July 6 to 12, 2020)​

Just recently, Prime Minister Scott Morrison raised awareness of months-long 'state-based' cyberattack on Australia’s government, education, health, and business sectors. This wake-up call follows on the heels of a cyberattack on Lion that forced the beverage manufacturer to temporarily cease production. Australian businesses need to look to ensure that the technology their businesses employ must o stay updated with the latest developments in their industry. Adapting to automation, the demands for new capabilities and skills, and sweeping industry trends and forecasts can give businesses the edge over their competitors.  Conquering the Centre  1.  Upskilling the Contact Center: Planning for Your Agents’ Future in an Era of Uncertainty The pandemic has necessitated a shift to a digital only business world and to more prevalent automation for businesses. According to The World Economic Forums’ “Future of Jobs Report”, that by 2020, 54% of all employees will need significant upskilling. For the contact centre industry, automation should gradually take over rote tasks such as collecting customer information. Contact centre employees must learn how to use these programs and software but at the same time, there will be a demand for soft skills.   The demand for soft skills has already been on the rise with tools like chatbots automating menial tasks. The ManPower Group’s report showed that while 38% of organizations find in-demand technical skills difficult to teach, 43% said that training employees in the soft skills that they need is even harder. If digital tools take over simple tasks, contact centre employees need to improve communication skills, problem-solving skills and relationship building. The human touch has been and will continue to be a major differentiating factor for customer engagement and contact centres.    2.  How to build trust in an increasingly automated business world Despite customers and businesses not only accepting new technology that automates customer experiences, but the human touch also makes or breaks an experience. “We increasingly want to do business with people that we trust rather than just another faceless brand,” Aurangzeb Khan writes in an article about how to connect better with their audiences when automation takes over what were once points of interaction between businesses and their customers.  Unlike taking to a person, automation technologies like chatbots lack conversational markers like the tone of one’s voice and body language. 90% of human communication comes from nonverbal cues and these are lost when interacting with machines. Solutions like video conferencing can help improve both CX and EX by providing face-to-face interaction even on a digital platform.  At Groworx, we create creative CX strategies that address ever-shifting business needs and translate them into action. We’ve helped businesses leverage new technologies and capabilities like Live Chat to connect the human and the digital. Talk to us today to learn how we can help you.    The heART of CX  1.  5 Tips to Engage Remote Staff During Lockdown Good EX and good CX go hand-in-hand. After all, employees are a business’ frontline when dealing with customers. Keeping employee engaged despite them working remotely means staying consistent with the organisation’s culture and communicating. Provide employees with the tools and resources they need to continue excelling at their role. At the same time, businesses must also implement structure, processes and policies to maintain order and security.   At Groworx, we also like to show our appreciation for our employees and give them a chance to bond with each other. For example, we hosted a virtual pizza party. When businesses take care of employees, they can become brand ambassadors with customers. were able to shift to remote working in just 48 hours thanks to our agile teams and global ways of working. Let’s chat today and we can tell you how to keep your employees safe and productive when working from home.     2.  We’ve reached the Age of Customer-Centricity. But what DO customers really want? Communication is the most important aspect in the business-customer relationship. Getting it right, especially during a crisis is critical. Recently, brands have been sharing the actions they’ve taken in response to the COVID-19 pandemic. From using hospital grade disinfectants on commonly touched surfaces to talking about remote work arrangements and social distancing. This line of communication opens itself up to questions like, “Why aren’t you already doing these things to protect customers and employees?”  As the new policies and processes become part of the new normal, brands need to look more at how to properly show care for their customers, employees and communities. Our Associate Director of CX, Shelley Beeston talks about caring for customers in her blog. She describes how businesses that show care will rise above the competition. Consult with Shelley today and learn how we create brilliant strategies and turn them into great performance with our CX in Action service.    IMO (Innovate. Modernise. Operate)    1.  Eliminating Bias in Recruiting through Artificial Intelligence Recent events have highlighted how discrimination disenfranchises marginalized groups. For businesses, forming diverse teams adds insight and skills that make a difference. Can AI, which is considered free from human bias and error, help businesses in the recruitment process and build more diverse teams? Amazon seems to prove this wrong as they retired their recruitment AI in 2018. But their experience is not the fault of the AI, but the algorithm they used. Their algorithm was modeled based on data from the past ten years, but in the past ten years, majority of resumes sent to Amazon were from men. Thus, the AI ended up favoring men over women.   However, AI platforms like Pymetrics gamify the recruitment process and assign categories to candidates so that talent acquisition teams can easily sort through thousands of job applicants. AI tools like Pymetrics should not be the only way to sort through candidates, but it can help significantly speed the process of reviewing resumes. In the end, human judgement still plays a massive part in the recruitment process, but advanced technologies can help make this process easier, faster and less biased.    2.  Building an Agile Enterprise Starts with Culture and Technology At Groworx, we believe that the world has become agile. Customers demand instant responses and engagement and technology forces businesses and even entire industries to innovate and adapt. Digital transformation starts with company culture and business technology platforms. Instilling a modern, agile culture in an organisation encourages employees to respond to new demands and gives them the tools to act instantly but not haphazardly.   Even with an agile culture, a business will not be able to keep up with the competition without leveraging advanced technologies. Technology accomplishes two important things: taking over menial tasks to free up employees to do more complex work and make opportunities visible across the entire enterprise. Whether it’s a CRM tool or a chatbot to help answer customer queries, technology plays a large role in empowering employees to do their work and to do it quickly. At Groworx, we believe in the power of technology to transform. Groworx Technology Solutions help businesses co-create, implement and manage advanced technologies. Talk to us today to find out how we can help your business adapt to today’s agile world.     Want to get the latest news about cool new tech and CX innovations? Subscribe to our newsletter and stay updated with Curiosity Worx.​

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Weekly News Roundup with Curiosity Worx (October 5 to 9, 2020)​

If there’s one thing that this pandemic has taught businesses and their leaders, that is to adapt to sudden changes and rise above adversity. Staying on top of current trends and news can make huge impact in decisions that can affect businesses in the long run. For this week, we’ve rounded up some notable news about transforming businesses with the use of AI technology, improving brand-customer communication using chatbots, and designing customer-centric journeys and experiences.​

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