Gone are the days of advertising, the brands of today are built on Customer Experiences - Experiences that are connected, customized, immediate, and transparent at every possible touchpoint.
Making this a reality implies going through a complex and long process that involves a complete transformation of the way you interact and communicate with your customer base. It’s also about a change in attitude, a change in mindset.
Let’s hear what Susan Leigh Dowdy, our Chief Customer Experience Officer, with over 15 years’ experience in designing, installing, and managing customer service practices in Fortune 50 companies as well as entrepreneurial start-ups, has to say about customer experiences.
While serving as global head at American International Group (AIG) Susan and her team consolidated customer “best service practices” in operations spanning 78 countries and 25 lines of business. Her “from the mailroom to the boardroom” approach is evidence of her belief that inclusion of all perspectives is key to success.
Modern customers are digitally empowered, always connected, and are powerful enough to define their own buyer journey. This evolving landscape induces businesses to invest in disruptive technologies and new business models to effectively engage with the customers at each touchpoint in their CX lifecycle. Businesses investing in technologies like big data, AI, and IoT are able to set the bar high for the competitors by meeting customer demands effectively in an agile manner.
This powerful convergence of marketing and technology help businesses create personalized seamless customer experiences at each stage of the CX journey, both by meeting customer needs promptly, and improving offerings based on quick customer feedback.
These experiences have emerged as the key driver of sustainable business growth, creating loyal, committed, brand followers, thus translating into millions of dollars of annual revenue.
To successfully tread this path, organizations need a concoction of business consultancy, power of analytics, creative guidance, and a technology thrust. At Agnos, we analyze your current processes and models and offer you the right concoction to fill in the missing pieces helping you build transformative experiences.
SCORE is a non-invasive diagnostic tool developed by the Agnos Customer Experience Center of Excellence designed to diagnose the strength of your customer-centric operations, assess the allocation of your digital resources and commitment to your triple bottom line.
Triple Bottom Line
SCORE analyses your business based on 12 unique capabilities and reveals the percentage of points earned. Once your SCORE is calculated, we will have a blueprint that can be used to identify areas for service improvements, gaps in technology adoption and missing pieces for implementing the new business models. The analysis will help you to prioritize resources for specific areas that need attention. We can help you understand where a new process needs to be implemented, where you can simply modify or eliminate a current process.
Answer 30 questions in 30 minutes.
We determine your SCORE.
Identify potential service issues and "quick win" solutions.
Determine "next steps".
We will triage the health of your customer-facing operations by answering “30 Questions in 30 Minutes.”
Your SCORE will reveal the “current state” of 12(+) capabilities within your customer-facing operations. Are your customer service levels unacceptable, basic, good, world-class, or trademark?
You should know your SCORE so you will be able to know how to properly allocate your time, budget, and people for your customer-facing operations.
There is no cost for the “30 Questions In 30 Minutes” Session. We will discuss “next steps” based on your customized timeframe, budget, and resources.
No time like the present! Register now for your complimentary “30 Questions in 30 Minutes” at agnos.io/SCORE
In the present scenario, customer experience and digital experience imply the same thing. Brands must increasingly exert more effort on their digital makeover to keep pace with customers, who expect and demand easy, frictionless, and custom-made experiences in their moments of need.
Agnos can help enterprises prioritize improving the customer experience and building out their digital ecosystem while keeping a close watch on the changing customer expectations.
Based in Miami, FL, Agnos offers customer experience services to help companies prioritize experience transformation as a mindset, to help them understand changing customer expectations and fill the technology void, leading to better results, enhanced revenue, and customer satisfaction.