Companies invest heavily in tools and technologies to understand their customers and improve customer experience. However, they still rely on aging survey-based measurement systems to track CX performance through brand or relationship surveys, post-transaction surveys, and feedback mining.
The transition to predictive insights to bring Customer Experience to the next level will not take place overnight. Mckinsey research on organizations that have successfully made the transition, identified four key steps to jump-start such CX transformations:
Work on changing mindsets
Build cross-functional teams and break down silos
Start with a core journey data set and build to improve accuracy
Focus first on the use cases that can drive quick value
Read more from Mckinsey research here