The recent Covid-19 crisis has accelerated demand for real-time CX technology. Businesses, and particularly business users, want to take control to help speed up digital transformation. Many of our clients have been able to survive and thrive through the use of journey orchestration and journey insight functionality.
Using the right technology, such as Real-Time CX, empowers business users to turbo-charge existing systems, achieve rapid digital transformation and improve the customer experience. Businesses can now create new journeys in minutes and hours rather than weeks and months. One of the big benefits of these technologies is to free up IT time and let users take control.
What are the things that enable users to take control?
Choose business-friendly technology
Sounds obvious, but much of the technology out there is still aimed at technical developers rather than business users. Usability is crucial for adoption, and Alterian's platform is a leader for usability.
Making it easy for business users to orchestrate journeys, build and edit them, and view the impact using analytics and dashboards is vital. After all, if users don't feel comfortable with software they won't use it, and you won't get the benefit of being able to change the customer experience in seconds.
Make it easy for technical teams as well
Clearly, business users can't control everything themselves. They need some involvement from technical teams, and again this is where you can make their lives easier.
Having tech that is cloud hosted, sits alongside all your existing technology, and has a public template library of standard connectors and assets improves usability. When your developers do want to create new functions or connectors, they have a powerful low-code interface designed just for them.
Focus on quick wins
It doesn't make sense to try to change everything at once. It is easier, faster and safer to take control on a use-case-by-use-case basis. That way, you can get quick wins under your belt, demonstrate success, and bring colleagues along with you.
You can reduce risk even further by choosing a vendor with fast-track blueprints available to guide you through your main challenges, whether they be driving acquisition, engagement, retention or reducing costs.
Prove the value
When you take control, it's essential to show the value your use cases deliver. It turns them from interesting to exciting.
Most business users do not want to develop their own reports. Having standard dashboards and journey analytics which work straight out of the box is so valuable. Easily seeing uplift against your goals and comparing performance before versus after all helps to prove the value.
Benefit from productivity
With the right technology, as you build out more use cases, you create a library of channel connectors and assets to reuse. That means making new use cases becomes even quicker and easier, using either the public or your private template library.
Want to take control of CX?
Talk to one of our consultants about putting business users in the driving seat.
