What do you do if your customer experience initiatives require new technology?

One of the first things that i would do is identify what are the things/objectives/requirements/processes/metrics that are not going to change and going to be durable in time. Evaluate how the new technology is going to ensure the continuity of these identified needs or wants along with it solving true problems vs being a swim along with the tide. I would also want to ensure that it is a seamless transition for the end customer whether it be through a continuous deployment or through a cutover at the backend. Have a dedicated team and single-threaded leader identified to lead the deployment and transition to the new technology. For changes to user experience (ideally minimal) training needs analysis & content should be ready before launch.

#1 Clients PainPoints: Identify exact customer problems ( what is the jobs to be done , what’s the journey / experience) #2 Beyond Tech: Consider redesigning processes and journeys, not just automating. Design Good experience from a client lense. #3 Set Objectives: Define clear, measurable goals for improvements, such as faster response times, more personalized services, higher Event Based Listening #4 Measure Success: Use metrics like customer satisfaction scores and efficiency gains to monitor service level #5 Choose Solutions: Opt for a mix of process redesign, customer journey enhancement, and targeted technology application.

I assess needs, research solutions, and collaborate with IT and stakeholders for seamless implementation. For instance, when integrating chatbots for improved support, I prioritize factors like scalability and user experience, ensuring alignment with evolving customer needs while providing comprehensive training for maximum utilization. Regular monitoring allows for timely adjustments, optimizing the overall customer experience.

Please avoid the temptation of automating the disorder! That is my first advise. Then is mandatory to clearly understand the needs of the different areas in the pain points of the process, the opportunity areas of optimization and improvement, new and creative ideas to simplify the complexity, and clearly define and understand your expected results or goals! Please evaluate the market to find at least 3 alternatives analyzing not only cost but time to market, low code/no code capabilities and support. With the "house in order" you can move forward with the next steps in this amazing journey!

When assessing the issues, consider the different users in your organisation. What does this 'new technology' need to deliver for them to support the improved customer experience? What is required to enable customer-facing functions like sales and services vs functions that also make decisions impacting CX like product management and marketing? Understanding your goals and requirements should be specific to the 'personas' within the main functions of your organisation, who deliver or enable the CX alongside the technology.

In my experience, it is often best to ask the frontline for input on the solutions they need are would like in their role. These employees have first hand experience with the current technology and its current constraints from the user's point of view. Industries often see migration within companies from the frontline thus creating a cross training within different organizations. These individuals then often know what competitors are currently using to assist and then are able to connect with the correct tool quicker.

Reflecting on my more successful projects research and design should be tied together with agile mindset of experimenting and reflecting in short cycles (aka sprints) with strong focus on "value generation first and make it pretty later". Customers and participants will not pay attention to the astetics if they know that its work in progress (wip) , yet they will be less forgiving to not achieving the expected value or outcome.

Lo primero es investigar para conocer los antescedentes, asimismo toda organización debe estar al día en los nuevos aprendizajes, como todo buen profesional.

Research in other best technology that can enhance my customer service experience in order to benefit the company operations. Impacting the options into growing the company's goals and customer expectations.

In my experience a working group needs to be formed to investigate the options against the requirements and constraints articulated. Although it is possible to lead this endeavour with business subject matter experts, and a partnership with the IT architecture team, procurement will be co-partnering and working with supplier assurance teams. You may have a preferred vendors list, and will start with opportunities there but ensure you research carefully who is best suited to provide the technology and functionality. Clearly those outside preferred vendors list will elicit more scrutiny and delays ahead of onboarding.

Cost analysis vis a vis customer experience must be assessed from time to time not to be caught up in resistance to change by both business and customers, especially with emerging technology

Business cases for new technology solutions can be arduous. In my experience, cost analysis needs to include all pilot costs in addition to purchase costs, onboarding costs, training and maintenance costs. The benefits need to be quantifiable- revenue generation and cost reduction are the significant financial metrics used to monitor success. You may wish to include non-tangible or difficult to quantify impacts to such things as brand perception and employee satisfaction (measuring employee churn or using engagement surveys to track).

Analizar el impacto de las perdidas debido al problema, versus la inversión para solucionarlo, será relevante para tomar las decisiones de mejora.

Implementing new technology comes with costs, so it's important to conduct a thorough cost analysis. This includes the initial purchase price, installation fees, training costs for your staff, and any ongoing maintenance or subscription fees. Compare these costs against the expected benefits, such as increased efficiency, higher customer satisfaction, and potential revenue growth. This will help you determine if the investment is justified.

A comprehensive cost analysis should encompass not just the purchase price, but onboarding expenses, training fees, and ongoing maintenance costs. Additionally, quantifiable benefits such as revenue generation and cost reduction should be weighed against potential intangible impacts like brand perception and employee satisfaction. Consider utilizing engagement surveys or monitoring employee churn to gauge these factors effectively.

Quando minhas iniciativas de experiência do cliente requerem novas tecnologias, priorizo um planejamento cuidadoso para garantir uma implementação bem-sucedida. Começo identificando claramente as necessidades do cliente e como a tecnologia pode atendê-las. Em seguida, avalio diferentes soluções tecnológicas, considerando sua capacidade de integração com sistemas existentes e seu potencial de escalabilidade. A colaboração é fundamental. Trabalho de perto com as equipes de TI, desenvolvimento de produtos e suporte ao cliente para alinhar expectativas e recursos. Também estabeleço um cronograma detalhado com marcos claros, incluindo fases de teste e revisão para ajustes necessários.

Dentro do ROI esta o plano do projeto, que deve ser seguido e deve ter encontros recorrentes para seu acompanhamento. Assim como os custos, e sempre coloco gordura de alguns dias em temas que são complexos para o tipo de projeto e também pelo comportamento da empresa que atuo. A depender do projeto é necessário um PMO experiente, para conseguire que o projeto ande da forma que deveria e que não haja desvios.

Incorporate Change Management into the WBS or project plan. Along with phase toll gates, understanding change activities will ensure implementation runs smoothly and risks and challenges are addressed in a timely manner to improve adoption.

Planning the implementation of new technology is crucial for minimizing disruptions to your business. Develop a timeline that includes milestones for installation, staff training, and full adoption. Communicate this plan to all stakeholders to set expectations and ensure everyone is on board. It's also wise to have a contingency plan in place for any unforeseen issues that may arise during the transition.

Desde mis experiencias todo debe llevar un plan, desde el como se va a implementar esta nueva tecnología, el proceso de capacitación de quienes la utilizaran, el área de soporte y tiempos de respuesta, él costo y el retorno de inversión. Una vez se tenga respuesta a estas preguntas se podría iniciar la implementación

It is very important to train the team when you get a new technology for a successful adoption because most companies are ready to uplift CX and do not worry much about the cost as ROI on overall business is extremely good for a company that has a better CX performance. If your team is not trained to utilise the new technology to improve CX, the ROI from the new technology is definitely going to be a question mark and will not revert success. So it becomes a crucial point to train your staffs to fully utilise the new technology after so much research, cost analysis, implementation the efforts on these areas will payback only when the adoption is good.

Training plays a crucial role in ensuring the successful adoption of new technology. Comprehensive programs that cover both technical aspects and how the technology enhances customer experience are key. Encouraging feedback from staff throughout and after the training can help identify potential issues and improvements, fostering a more effective implementation process.

Its very important for your CX team to be trained continously in a new technology. Ensure that they understand the purpose for the new tech. The training should not just be about the technicalities but also how the new tech would impact in customer experience. Also, encourage feedbacks after the training as they may identify potential issues or improvements.

It is very important to provide comprehensive training on the new technology, its features and the benefits to end users, including the customer facing teams, the sales and the support team. It is also very important to continuously evaluate and improve training and adoption process.

It is very important to provide comprehensive training on the new technology, its features and the benefits to end users, including the customer facing teams, the sales and the support team. It is also very important to continuously evaluate and improve training and adoption process.

Hacer seguimiento al progreso de las soluciones y estrategias implementadas es muy importante, ya que son resultados que van a impactar de manera positiva o viceversa en los resultados comerciales.

Define Goals and KPIs: Clearly define the objectives of implementing the new technology and establish key performance indicators (KPIs) that align with those goals. These could include metrics related to customer satisfaction, operational efficiency, revenue growth, or any other relevant areas. Collect relevant data before and after implementing the new technology to establish a baseline and measure changes over time. This could involve customer feedback surveys, website analytics, transactional data, or other sources of information. Track Usage Metrics: Monitor how customers and employees are using the new technology. Track metrics such as adoption rate, frequency of use, and user engagement to understand its acceptance and effectiveness.

In addition to the points mentioned, it is critical to have: - A Change Management Plan with a clear RACI and enable with training, support and help employees understand the benefit of the new tech - Cross functional collaboration, ensure you have the right stakeholders involved from the beginning so there is alignment - Continuous improvement, establish a process for ongoing evaluation and feedback to keep pace with changing demands

🤔 Culture Eats Strategy for breakfast! Tech changes should boost morale and efficiency. Happy employees = happy customers. Don’t underestimate the cultural fit!

First will check whats the requirements customer needs and will check the availability of the need. Once get the full details will contact the customer with the cost, how it works and the training to be given if so.

Consider your role and ability for your culture to deliver its end of what drives the latest innovation. The most modern, effective, efficient, low-cost, and automated customer journeys rely on CX technology harnessing data that is kept somewhere else - such as a CRM application. Optimized AI-infused customer journey's for instance, leverage knowledge that is customer curated . The technology you buy isn't going to write your processes, or keep them current or train the AI models - you will need to stay on top of things. New technology is not a fresh coat of paint over the old walls. It is transformative and needs to include how your organization will change and adapt to meet the new roles you don't currently have resourced.