This paper serves as your backstage pass to the latest developments in CX technology. Before we showcase the use cases, we'll begin by exploring the myriad benefits of CX technologies and how they form the core of a revolutionary paradigm shift. Next, we'll delve into the stages that organisations navigate through in order to build a robust CX capability portfolio, discuss levels for continuous support and enhancement, and, most importantly, present cutting-edge CX Tech Use Cases.
The value of CX technology: Transforming your organisation
By harnessing the capabilities of process streamlining, simulation and Artificial Intelligence (AI), forward-thinking businesses are embracing a new era of predictive insights and personalised interactions to thrive in a highly competitive landscape.
CX technology trends: The new paradigm shift
A revolutionary shift in asset management is underway, marked by a departure from traditional methods. The focus is on embedding a new paradigm that emphasises the management of assets and the delivery of services through an enhanced customer experience using technology, also referred to as customer experience enablers. The customer experience enablers put the customer experience at the heart of everything by creating seamless and life-enhancing consumer journeys.
Customer-centric approach
The journey begins with a customer feedback approach, recognising the need to move beyond perceiving assets in isolation to embracing a holistic understanding of customer experience.
Technology's role
Utilising technology is key to bringing this new paradigm to life, not only to cut costs and maximise returns but also to unlock the potential of monetising valuable customer data.
Monetising data
The ability to understand how customers interact and move provides valuable insights that can be monetised for further enhancements.
Higher return focus
Asset managers are encouraged to see this shift not merely as a technological investment but as a fundamental reorientation to cut costs and improve returns.
