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Tagged: technology

A Message from Our President: What Will Customer Experience Mean in 2017?

January 4, 2017

from Steve Kutilek, President & CEO of CSP

The more things change, the more they stay the same.

This often-quoted bit of irony seems appropriate as I reflect on the customer experience lessons of 2016 and look ahead to 2017. The details of customer experience management continue to change – technological innovations, new channels of communication, and evolving customer expectations, just to name a few. But the big picture of customer experience is what it always has been: relationships.

That theme is at the core of what CSP does for our clients. Sure, we’re a customer experience insights firm, but so much of the value of what we do is really about relationships. In 2016, we’ve debuted new solutions that not only deepen our relationships with our clients, but are designed around understanding the influence of inter-office relationships on the customer experience.

So let’s look at the connections that are and will continue to be important in the coming year:
  • The relationship between data and the customer experience, which is at the foundation of everything we do. Like most relationships, it’s a two-way street: you need data to inform your strategies and actions, while the data alone doesn’t mean much unless it’s followed by action. CSP prides ourselves on not just doing the research and issuing reports, but guiding our clients on concrete ways to use that information to their benefit.
  • The relationships between banking customers and their branches: This has been an ongoing conversation in the financial services industry for many years. Online banking, mobile banking, and virtual customer service have contributed significant changes to the way banks do business. But it’s clear that customers still value brick-and-mortar branches and the people who staff them. Their needs are evolving, but they still have needs. This evolution is largely fueled by the need for their bank to be the resident expert on any and all financial advice and direction.
  • The relationships between people and their devices. Smartphones, tablets, and even plain old computers are at the center of many consumers’ professional and personal lives. The rapid pace of innovation in this sphere has created immense pressure within other industries to keep up with their customers’ demands and expectations. But as this relates to Point 2 above, there are still plenty of folks who don’t use (or don’t have access to) the latest and greatest pieces of technology, or simply prefer the traditional ways of doing things. The continuing challenge to banks in 2017 will involve figuring out how to straddle both worlds.
  • The relationships between managers and employees. No matter your suite of products, solutions, and strategies for keeping customers happy, a healthy customer experience relies on healthy relationships behind the scenes. More companies are realizing and prioritizing the importance of manager development, coaching and training, and providing a well-balanced employee experience. All of these elements together create the infrastructure to support exceptional customer service and satisfaction. The more that managers understand what is truly driving the customer experience, the better they can coach and train their staffs to execute on those drivers.

Customer experience has always been about relationships, but no relationship exists in a vacuum. As the context and influencers continue to change, so too will our strategies – without ever losing sight of that core truth.

We at CSP are ready and eager to support you in the New Year and beyond. So as the calendar flips over this month, I invite you to take a moment and reflect on these relationships. How did they affect things for your business in 2016? Where do you see them going in 2017? And how can we help?

Mid-Year Check-in: Technology Driving Customer Experience Trends

August 6, 2014

With 2014 just a little over halfway behind us, it’s an ideal moment to step back and take a big-picture view of customer experience management as a discipline, to see what forces are coming together to influence customer expectations and best business practices for driving loyalty.

Without a doubt, technology continues to provide both the incentive and the tools to improve customer service across all channels.

Consumers are usually faster to try, adopt and master new technologies than businesses are. Few organizations were prepared for the mobile explosion, and even now, several years into the “smart device” age, many are still catching up to what consumers have come to expect.

It’s not just the mobile platforms themselves that merit attention. Because of them, consumers have grown accustomed to new habits and behaviors – swiping and tapping instead of pointing and clicking, cameras that do much more than snap a photo, and thumbprint-based identification, to name a few.

Suddenly, a typical ATM interface feels about as sleek, sophisticated and modern as an Atari.

This shift in customer expectations and behaviors outside the walls of your business is one of this year’s major motivators to be proactive in improving the customer experience.

On the other side of the technology coin, though, is data. All of these interactions across the different channels produce an abundance of information that enterprises can use to identify, measure, and track the key drivers of customer satisfaction and loyalty.

Leadership and shareholders alike are beginning to see voice of the customer research as a must-have, enabling them to turn all this data into action steps like customized employee education programs and initiatives to align the organization’s sales approach with the overall culture.

Basically, they are realizing what we at CSP have touted for decades: The better the understanding of the customer at the enterprise level, the better equipped the enterprise is to deliver the optimal experience at every touchpoint.

It seems simple, but it takes the right combination of tools, resources and expertise to create the bridge from research to results. While the marketplace at large is showing more proactive interest in the voice of the customer, there’s still a lot of room for improvement over the rest of this year and beyond.