siliconindia | | NOVEMBER 20239optimisation, elimination of waste and minimising variation using the Lean Six Sigma (LSS) and Agile methodologies. · Delight customers through moments that matter ­ this requires working much more closely with our customers by taking a needs-based approach (i.e.understanding what we observe in their behaviours or interactions when we design to improve CX, rather than only focusing on customer profiles), creating emotional resonance (identify their emotional state and memorable moments) and showing restraint (i.e. the right balance of information and redundancy during our engagement to reduce or avoid overloading of information).· Balancing the online and offline worldsSociety has been progressing ever onwards towards digitalisation, even more so when the pandemic resulted in an accelerated shift towards digital interactions. Today, digital banking has become the primary banking experience for many customers. Despite that, many of us still value human engagements and are not ready to give them up. In the face of this duality, the hybrid "phygital" (i.e. marrying both physical and digital environments) strategy could create the optimal experience for customers if it is operationalised correctly by combining the right functional and emotional values for a much more complete, integrated and seamless journey. A good start towards achieving this goal is to think about both the Customer and Employee lenses when applying the following thought process:· Reduce/Eliminate Frictions - address anything that could reduce the need to connect or could go wrong in the experience, and build communications around it.· Think Digital ­ identify areas where we can leverage digital capabilities to bridge existing gaps and deliver a more efficient process.· Deflect and Optimise ­ establish the best channel to serve customers and ensure there are proper handoffs between channels. The experience delivered should remain coherent and consistent as the customers' interactions transfer between digital and physical channels.· Recognising People as the engine of our organisation's successGood Employee Experience (EX)drives good Customer Experience. Transforming EX requires an equally methodical approach as CX, as employees who are motivated, empowered and enabled (with tools, technology or information) deliver on the brand promise and can make or break the external customer outcomes. As they say "Happy employees make Happy Customers!", so a connected organisation is key in building and instilling a Customer-Centric culture as it inspires individuals to deliver on the customer promise and subsequently drive up business performance. Furthermore, delivering continuous EX goes beyond just employee engagement and remuneration as we should also place significant efforts into managing the following areas:· Establish proper escalation and resolution points for employees to Respond rapidly to evolving customer needs.· Provide the right Support (i.e. tools and training) to up skill employees better when fulfilling their roles and responsibilities.· Provide a safe environment for employees to test new ideas that help improve your brand's service delivery and operational efficiency. Allow them to fail and learn quickly. This ensures we keep innovation and creativity alive within the organisation. In a nutshellAs a CX professional, being able to connect the dots between your organisation, customer and people is the reason why we are in this role. Given our constantly evolving environment, maintaining an integrated experience is necessary right from the start of any transformational effort. Always remember that customers seek easy and effortless engagement. If we genuinely care about them as individuals and strive to understand and resolve their needs, they'd want to stay longer with us, buy more of our products in the future and go the extra mile in recommending our brand to others. Now, isn't that the ultimate desired outcome for any successful strategy? As a CX professional, my biggest value add is being able to connect the dots between our customer, our people and the organisation priorities to create a win-win for all
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