{"id":9444,"date":"2020-02-06T06:34:04","date_gmt":"2020-02-06T06:34:04","guid":{"rendered":"https:\/\/ca.syspro.com\/blog\/improving-customer-experience-in-the-age-of-automation\/"},"modified":"2021-03-04T14:50:49","modified_gmt":"2021-03-04T14:50:49","slug":"improving-customer-experience-in-the-age-of-automation","status":"publish","type":"post","link":"https:\/\/ca.syspro.com\/blog\/erp-and-technology\/improving-customer-experience-in-the-age-of-automation\/","title":{"rendered":"Improving Customer Experience in the Age of Automation"},"content":{"rendered":"<p>While most manufacturers have entered the era of automation, statistics are showing that true industry differentiation lies not only in <a href=\"\/blog\/erp-and-technology\/how-erp-takes-the-customer-experience-to-the-next-level\/\"><strong>technological innovation but also in an overall positive customer experience.<\/strong> <\/a>Manufacturers have recognized this and according to a\u00a0<a href=\"https:\/\/www.acquia.com\/resources\/ebooks\/customer-experience-has-become-top-priority-uk-manufacturers\">report<\/a>\u00a0by\u00a0ORM and\u00a0Acquia,\u00a0the\u00a0manufacturing sector\u00a0identified customer experience as a \u201ctop priority\u201d in 2019.<\/p>\n<p><!--more--><\/p>\n<p>Within Africa, we are seeing a similar trend, where CX will\u00a0overtake price and product quality as priorities for customers, and those\u00a0companies that provide excellent CX will have good customer retention rates\u00a0while improving bottom-line results.<\/p>\n<p>Despite this recognition, the customer experience journey is often seen as intangible because\u00a0each\u00a0customer interaction is unique.\u00a0In recent years, we have also seen the rise of the \u2018Expectation Economy\u2019\u00a0\u2013 which according to\u00a0<strong><a href=\"https:\/\/trendwatching.com\/quarterly\/2017-06\/future-customer-experience-africa\/\">Trend Watching.com<\/a>,<\/strong> refers to a digitally-empowered, yet feel \u2018forever time-starved\u2019 customer. Manufacturers must, therefore, devise the right customer experience journey strategy that reaches all end-to-end customer touchpoints. Whether the customer chooses to interact using social media, a phone call, or even email.<\/p>\n<h2><strong>Driving\u00a0customer\u00a0experience from the core of the business<\/strong><\/h2>\n<p>Getting your customer experience journey right needs to start with your\u00a0most\u00a0valuable\u00a0stakeholder \u2013 your staff. Employees need to\u00a0adapt to this new journey, which requires a level of agility and flexibility.<\/p>\n<p><strong><a href=\"\/blog\/erp-implementation\/kaizen-kaikaku-gambatte-3-useful-concepts-to-consider-when-implementing-erp\/\">Staff also need to be armed with the right tools to deliver great CX.\u00a0\u00a0<\/a><\/strong>This includes the identification of the best channel to answer customer queries in the way they wish to receive them. Here is where Artificial Intelligence (AI) plays a major role. AI can help to track the various customer queries that come in. Chatbots can be available 24\/7 and play a vital role in meeting the needs of the expectation economy. At the same time, it does not replace human interaction but rather augments it.<\/p>\n<p>A vital element to remember in this process is that all messages should be consistent across all channels \u2013 whether it is a face-to-face conversation with a sales executive or a chat on a bot.<\/p>\n<h2><strong>A performance-driven approach to customer satisfaction<\/strong><\/h2>\n<p>With\u00a0a motivated team of\u00a0people and\u00a0supporting\u00a0tools in place to deliver an exceptional\u00a0customer experience journey, the next vital step is\u00a0to track CX performance.\u00a0Because your customers are dynamic\u00a0and ever-changing,\u00a0your customer touch-points should be reassessed on an ongoing basis.<\/p>\n<p>In order to achieve this, <strong><a href=\"\/blog\/digital-business-and-erp\/connected-systems-are-making-intelligent-manufacturing-possible\/\">manufacturers require a 360 view<\/a><\/strong> of their customer base and how they purchase products or services. With so many sources of data available, organizations can plan for both short-term as well as long-term demand.<\/p>\n<p>Ultimately, improved customer experience can be <a href=\"\/blog\/erp-for-manufacturing\/5-ways-automation-can-save-africas-manufacturing-industry\/\">the key to boost Africa\u2019s manufacturing sector;<\/a> however, it requires the right people, the best technological tools, ongoing measurement, and an agile mindset to work. Importantly, on this journey, organizations mustn\u2019t forget all the stakeholders \u2013 the entire business needs to align to create that experience for the customer across all divisions, regardless of who they interact with.<\/p>\n","protected":false},"excerpt":{"rendered":"<p><span class=\"span-reading-time rt-reading-time\" style=\"display: block;\"><span class=\"rt-label rt-prefix\">Reading Time: <\/span> <span class=\"rt-time\"> 2<\/span> <span class=\"rt-label rt-postfix\">minutes<\/span><\/span>While most manufacturers have entered the era of automation, statistics are showing that true industry differentiation lies not only in technological innovation but also in an overall positive customer experience. Manufacturers have recognized this and according to a\u00a0report\u00a0by\u00a0ORM and\u00a0Acquia,\u00a0the\u00a0manufacturing sector\u00a0identified customer experience as a \u201ctop priority\u201d in 2019.<\/p>\n","protected":false},"author":167,"featured_media":7756,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[126],"tags":[45,281,276,283,25],"class_list":["post-9444","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-erp-and-technology","tag-business-software","tag-erp-and-digitization","tag-erp-and-technology","tag-erp-and-ui-and-ux","tag-technology-or-enterprise-technology"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.1.1 - 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