Change Management and the CX Assessment
Delivering a good customer experience is paramount for companies that rely on customer-centric operations. However, the experience that customers expect from an organization can vary widely, meaning that each company’s CX strategy and design should be tailored to the needs of its customers.
So how do businesses figure out what those needs are and whether their current CX strategies meet them? A CX assessment is a great way to evaluate your current CX initiatives and identify customer needs. This assessment gives you a picture of the present, helps you chart out what changes you need to make in the future, and determines how those changes will impact your customers and your business.
Why a CX Assessment Is Good for Business
According to a Gartner study, customer experience drives over two-thirds of a customer’s loyalty to a brand. This is why delivering a top-notch experience is so important. Performing a CX assessment goes beyond the traditional customer survey and delivers updated benchmarks and actionable metrics to execute your CX strategy now and in the future.
A comprehensive assessment not only helps you create a plan that addresses the true needs of customers but also guides you in adopting the right technology to support your CX strategy and design.
Poor customer service costs companies billions annually, so a CX assessment helps maintain a competitive edge and differentiates your business for the right reasons. However, for a CX assessment to be effective, everyone in the company needs to be aligned with implementing change.
Successful CX Requires Change Management
Implementing a new CX strategy requires strong change management because it impacts departments across an organization.
It’s important to recognize that some departments might have priorities that don’t fit perfectly with your hope. In fact, one study found that competing priorities were the top obstacles when it came to implementing successful CX efforts.
CX change can sometimes meet the most resistance from people in charge of the current technology infrastructure. If a cloud-based migration is part of your strategy, it could mean a big shift and a lot of work for the tech team. It’s possible that not everyone will be in favor of it.
The good news is that much of this resistance can be avoided. You just need to make sure you have the right strategy in place.
- Have a clear understanding of how changes will affect company culture. To exact change, you first have to understand what that change will do to the rest of your organization. By starting out with this foundation of knowledge, you have a better idea of handling and communicating the true impact of your CX efforts in a tangible, relevant way.
- Start at the top. To lead the charge for change, you need to get other leaders on board. If the people in charge of other departments are willing to act as ambassadors for your efforts, you’ll have a greater chance of success.
- Communicate regularly with employees. Studies have shown that the more employees that participate in change, the less resistant they’ll be to it. Not only should you regularly disclose the benefits of upcoming changes, but you should also be open to listening to people’s questions and concerns. Take employee worries seriously and address them right away. That way, people will be more comfortable with your changes.
- Convey how these changes will help your business. Remember: Not everyone communicates in the language of CX. While it might be clear to you why certain improvements should be made, others might not immediately understand how changes in your tech stack and approach to CX will benefit the business. Make sure to clearly communicate the real benefits of CX changes to combat the problem before it ever starts.
If you’re ready to make crucial CX changes in your organization, we can help. USAN delivers cloud-based, omnichannel experiences that help you see through the lens of the customer. To learn more about our suite of contact center applications, reach out today.