by Larry Mead, Kate Kompelien and Kurt Schroeder
How do you create a blueprint for exceeding customers’ expectations? What kinds of technology and processes do you need to bring that plan to life? We’re here to help you answer those questions.
We partner with organizations to create exceptional experiences from the ground up — informed by thoughtful planning, and powered by the best technology.
Great customer experience sits at the intersection of transformation and orchestration.
Simply put: we believe that meaningful connections between brands and customers happen when planning and enablement work together.
From internal awareness to designing customer touchpoints, Transformation focuses on defining and improving all aspects of your customer experience.
Orchestration takes the thinking and planning involved in Transformation, and realizes it through a focus on people, processes, and technology.
Ask us your toughest questions.
We’ll dig into the core pain points you and your customers are experiencing.
How do I add context to customer interactions?
Customer profiles are critical to building the understanding needed to contextualize interactions. The other key insight needed is where Avtex can help – understanding the right level of context to add to a given interaction. Customers have shown a greater appreciation for personalized engagements as the complexity of the product/service increases. Conversely, there’s less desire for highly personal interactions when dealing with commodities. Our CX team helps identify how to apply context to achieve an authentic personalized experience.
How do I personalize interactions in a digital world?
Real-time data updates in a core CRM are the baseline for creating personalized interactions. Information is constantly updating. For example, once someone opens a checking account, they don’t need to have all the details of opening a checking account presented to them. Today’s consumer leaves a digital fingerprint on everything with which they interact. It’s that context that is used to then further personalize the journey across digital channels. The goal is the same level of emotional connection to a brand achieved through face to face engagements.
Which channels do our customers prefer?
Customer journey mapping sessions usually contain surprises for executives. Often this comes in the form of channel preference and a gap in what is being delivered vs desired. The ways that customers choose to communicate vary by persona and time, thus there needs to be a plan for easily expanding or reducing channels. To avoid wasteful efforts in channels that customers don’t care about, Avtex consults directly with customers as part of the approach to communication planning, in order to make sure that channels are aligned with expectations.
How do I provide effortless interactions across channels?
A technology ecosystem evaluation is critical to understanding all the conversations that are happening with customers and where the record of those conversations is being stored. If the contact center is partitioned by channel, such that the social interaction team and the phone team are not working from the same customer profile, then the transfer of a single customer across those channels will seem disjointed. Avtex has deep expertise across all the core CX technologies (Contact Center, CRM, Unified Communications, etc…) to enable an integrated customer experience, no matter the channel.
How do I use the information about my customers to craft better interactions?
Data overload is real. Too much information can be paralyzing, and our CX experts understand that each organization has a different threshold for how they can act on customer insights. We work side by side with you and your customers to find the ripest areas of improvement using modern techniques and advanced data gathering tools.
How do I use the right customer information at the right time?
We first work with our clients to make sure that the right information is being collected about their customers. Then we talk with business units across the organization to fully understand how they support customer goals and what information is needed to best align to those goals. Finally, we help architect processes to access customer data from a CRM and surface through integrated solutions to agents or staff as appropriate for their business objectives.
How do I map out the entire customer journey?
Many organizations are prescribing the customer journey based on pre-conceived notions or dated research. We work with your customers directly to understand the overall process by which they engage your brand across time, need, and channel to piece together the entire ecosystem of customer interactions.
What are the most effective ways to view the customer touchpoints, both historically and in real-time?
Too often, we see businesses with different places to store information. To effectively use the insights of a customer journey, the data collected must be stored in a single location to create a sole source of truth. Avtex works to put in place a 360-degree view of the customer through CRM platforms that are open to serve up data at the right time across any existing client system.
We get results.
Neighborhood Credit Union relies heavily on its contact center to support members throughout the Dallas-Ft. Worth area. Unfortunately, issues with their old contact center solution, including a lack of timely updates, limited functionality and increasing prices, made delivering quality member interactions difficult.
Our customer-focused goal is ‘high tech, high touch’ and the solutions and support from Avtex helps us take even better care of our customers.Gail Stanger, Vice President of Client Services at Netgain