“Staying agile allows brands to adapt to the customers’ needs and desires when it comes to getting support.”

Many business leaders agree that customer experience (CX) is vital for success, yet only 51% of CX professionals say that customer feedback is a leading factor in their business’s overall strategy. 

A customer-centric business strategy is essential to keep up with the evolving needs of customers. In a recent survey, 63% of CX professionals agreed that customer feedback largely contributes to their organization’s growth and revenue. Staying agile allows brands to adapt to the customers’ needs and desires when it comes to getting support.

In the same survey, leaders agree there’s a need for customer insights in real-time, but only 32% said that their current CX solution meets their business’s needs. While there’s a consensus among leaders that the success of their brand relies heavily on the success of their CX, there are factors preventing them from actually investing in their customer experience.

Below are five common challenges brands face when trying to deliver an exceptional customer experience along with some solutions to take their CX to the next level.

1. Technology Advances Too Quickly for Brands to Keep Up

Customer service is constantly changing. The emergence of new technologies has made customer care programs easier and more efficient. These technologies change at such a rapid rate, and customers’ needs and desires for a higher level of support evolve just as quickly. It’s hard for brands to keep up with the demand for better CX. 

That’s why it’s important to partner with an outsourcer who invests in technology and new innovations that will enhance your company’s customer experience.

2. Meeting Channel Needs of Customers in a Cost-Effective Way

Companies should focus on how a global solution can actually drive value and enhance customer experiences. Both near and offshore solutions can provide increased savings and overall flexibility, while never missing a beat when it comes to world-class customer care.

Choosing a global location with a service-oriented culture is key. By operating out of locations with lower attrition rates and focusing on employee experience, you’ll see more engaged, dynamic, and empowered customer service ambassadors for your brand.

3. Balancing Growth Objectives With the Consumer Experience

Growth within a customer care program always exposes unique challenges – whether it’s cultural alignment across global sites or maintaining operational excellence when onboarding a large quantity of new team members. The best way to combat this is to invest in strong leadership. 

Ensuring your leaders are subject matter experts in their programs helps spread necessary skills to team members without compromising on quality customer care.

4. Using Metrics to Develop An Internal Business Strategy

If your data is used in the right ways, it can act as a driving force to improve efficiency and create change while proving its ROI importance.

Key Performance Indicators (KPIs) can help measure and drive your CX from the contact center to overall organization goals. One way to do this is to educate cross-functional teams to truly understand what your customers are saying. It’s also important to focus on a metric or process that fits your brand while representing your customers’ perspectives outside of the contact center. A great example of this is the Net Promoter Score (NPS).

5. Providing Consistent CX Across All Touchpoints

The key to providing a consistent experience across all customer touchpoints is to ensure your outsourcing partner is aligned with your brand and culture. Your partner should focus on recruiting people who share the same values, customizing training materials to immerse the teams in your brand, and investing in branded spaces that amplify your values. If your customer care team feels like they are a part of your brand, they will deliver customer experiences that align with all other areas of your business.

Learn how IntouchCX’s Strategic Solutions can optimize your brand’s customer experience today.