Customer uses chat, text and social media to reach customer support

The 2020 Guide for CX Goal Getters

2020 holds massive potential for planning and achieving your CX goals! Why? Because we have access to tremendous insight on what customers are looking for in service and brand experience in the coming year. We also have access to research on what sales, service, and support organizations across the globe did (and did not) do successfully in 2019.

I’m going to share with you some of the latest research to help your contact center goal-set in 2020.

Capitalize on Seamless CX Trends

For starters, let’s look at a few statistics from our brand new 2019 CX Transformation Benchmark eBook. These numbers can significantly re-frame your quality management strategy.

Our report found that nearly all consumers expect companies to provide a seamless experience when moving from one method of communication to another—for example, moving their customer service experience from phone to text or chat to phone. They want to be easily identified and recognized. They want their experience easily tracked through whatever channel they choose to communicate with. They want your service, support, or sales organization to pick up with them right where they left off. Who wouldn’t?

But interestingly, only 24% of businesses globally give themselves an excellent rating on providing a seamless experience to customers. And, at only 25%, businesses are LEAST likely to anticipate investment in new services that allow channels of communication to work together seamlessly, compared to other CX investments in 2020. Crazy, right?!

When focusing your quality management on providing seamless customer experience—by training blended agents, for example—you can dramatically set your CX offerings apart from competitors this year.

Be Realistic on Your Transition to Digital, Self-Service Channels

Speaking of quality management—it’s important to recognize where your service and support peer organizations stand in terms of digital transformation so you can benchmark your progress. While bots and IVR are creating more opportunities for customers to “self-serve,” most organizations are still seeing live agents as a critical piece of the puzzle.

In Volume 2 of their 2019 Service and Support Leader Digest, Gartner reports that, of all customer journeys, 30% begin and end in a live, agent-assisted channel. Only 9% begin and remain in a self-service channel. And 63% of organizations consider themselves live-service dominant. While only 2% of organizations consider themselves self-service dominant.

There is certainly room to set yourself apart from the pack by setting goals to integrate effective bot and IVR technology. Facilitating FCR across quality self-service and digital transactions is the ultimate goal. But to do that, you need to make smart, incremental implementations of the right technology.

Learn why in our latest white paper, “AI for CX: Practical Investments, Proven Return.” If your’re leading a contact-center-based inside sales team and would like more tips, check out our white paper “Amplifying Inside Sales with AI & CRM in the Contact Center.” It’s a great guide that will help you set goals around incremental investments to drive quality, digital customer experiences.

For more insight to help you achieve your quality management goals in 2020, visit our page on the most effective quality management solutions for your contact center.