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Transforming Your CX Strategy

Walker has spent this week at EMC World in Las Vegas, an annual global event that attracts over 15,000 customers and partners with the opportunity to engage with EMC through executive keynote speeches, breakouts, and one-on-one interactions.  This year’s event tagline is “Modernize” and more specifically how modernization strategies and technology automation will transform business.

EMC’s Total Customer Experience (TCE) booth is a showcase for how the company has been deploying cutting edge CX practices to modernize the customer experience.  One of several cool interactive features at the booth is the Experience Simulator, a multi-sensory (4D) virtual reality station that enables customers to explore what their experience will be like inside the data center of the future.

In this three part blog, we’ve been taking a look at how each of the EMC World themes of Modernization, Automation and Transformation can be applied to your CX program.  In part one and two we discussed how your CX program can be enhanced through advances in Modernization and Automation.  For part three, we’ll close out by looking at how your overall CX strategy can be transformed through optimization.

As we showed in our last blog, automating a process to find dissatisfied customers who never responded to a survey is a new type of CX tool, but where else can we innovate?  What about how these individual customers “micro” level concerns (i.e. hot alerts) eventually build-up to become a “macro” level systemic issue?  I can always find customer concerns, but unfortunately it’s 90 to 180 days after what started as a relatively small issue became impactful to many, many, customers.  Is there a way to be alerted before things snowballs out of control?

Walker’s TrendAlert tool is an early warning system that allows you to proactively identify leading indicators of change so you can take action immediately.  The “engine” powering this system involves velocity analysis, which is a technique that uses speed and direction of change in key survey and operational metrics to detect real and meaningful change over time.  The system monitors performance scores and issues a warning signal whenever there is an emerging issue, so you can intervene before it becomes a crisis that impacts all customers.

Being proactively notified about potential systemic issues before they gain broader customer exposure is, once again, a true CX differentiator!

If you happen to be attending EMC World, please stop by and see us at the TCE booth (#247).

About the Author

Sean Clayton

Sean Clayton

As senior vice president and strategic account manager, Clayton works with Walker’s clients to help them increase customer retention, accelerate growth, and improve profitability. Clayton brings more than twenty years of experience in the customer satisfaction and loyalty industry. Most recently he was responsible for the management of Ipsos Loyalty’s CX initiatives with West Coast-based technology sector clients, serving as senior advisor during the design, insights generation and deployment phases of their global programs.

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