The Ultimate Guide on Customer Experience Transformation in 2020

24 March 2020 | Ricky Chau, Vice President, Enterprise, CenturyLink Asia Pacific
There is consensus on the positive impacts of digital transformation, with 89% of companies advocating a digital-first approach. However, only 28% of corporations are succeeding in their digital endeavors. These sobering statistics may hint at a fundamental shortcoming of such strategies. While the primary focus has been on optimizing processes and cost cutting, organizations may overlook a crucial factor to drive an effective transformational change - customer experience. 
Customer experience is the new battlefield.
Customer experience is the new battlefield, and 88% of companies prioritize customer experience over other pillars of the business, but the approach may need some rethinking. What businesses need at the moment is a complete customer experience transformation through the lens of digitization. In this article, we explore how businesses can integrate customer-centricity within the fabric of their business models and how IT partners play a crucial role in achieving that.
Let’s get started:
What is customer experience transformation?
What is the importance of customer experience transformation?
What is the connection between digital transformation and customer experience?
What are the 3 pillars of a successful customer experience transformation?
What are the key trends in customer experience transformation?

How Managed Service Providers can help to improve customer experience

To successfully address the 3 pillars above, businesses may need to reinvest and free up employees to focus on creating and delivering experiences.
Businesses can lean on partners to scale existing capabilities and take on commoditized or repetitive work.
By doing so, businesses can place greater attention and allocate its resources on pressing business needs, promoting greater agility and responsiveness.
In August 2016, a computer outage cost an estimated loss of US$150 million for Delta Airlines and disrupted 2,000 flights. In March 2019, a 14-hour outage cost Facebook an estimated US$90 million. According to a study by Gartner, the average cost of downtime is $5,600 per minute. A more recent study raises the average from $5,600 per minute to nearly $9,000 per minute. Downtimes are not only costly, but they are potentially harmful to customer trust and loyalty.  A partner with the right set of abilities can help manage and mitigate downtimes - reduced downtime means happier customers.

Often, partners are experienced in their respective verticals to provide consultation and best practices on the delivery of customer experience. Businesses can leverage their expertise to act as a catalyst for their own customer experience transformation.

Effective customer experience transformation requires a holistic approach from changing mindsets to rethinking the customer journey. A transformation may take years but will pay dividends long after.

Find out how Zoom has partnered with CenturyLink to deliver exceptional customer experience to their end-users.
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