The Autonomous Digital Enterprise – let’s make it practical (Part 3 – Transcendent Customer Experience)

In Part 1 we said that organisations need to transform the way they operate to realise the 3 key trades of success: Agility, Customer Centricity and Actionable insights. In Part 3 of our series the focus is on Technology Tenets and specifically Transcendent Customer Experience.  Transcendent Customer Experience talks directly to all three traits of success.

Personal Customer Experience is key in surviving, but also to gain the edge on competitors.  Consumers and employees are not brand ambassadors anymore – they will go to where they get the best offering with the best experience and best service. 

The Transcendent Customer Experience tenet leverage business data with key insights across technology, employees and tools to provide this personalised experience.

According to research done by Acquia – “Deliver CX they expect – Customer Experience Trends Report” more than 60% of customers abandon a brand when their online experience is poor.  The same is true for employees.  In this article we can read customer as employee.

So – what do customers/employees want from organisations? 

The experience consumers gained by using the online platform in the retail example we covered in Part 1, indicated that convenience with great service was the key in retaining customers / employees.  A building block for convenience is personalisation.  In order to personalise an offering, organisations depend on data, an understanding of the customer, their preferences in the channels they opt to use when interacting with the organisation and behaviour.

• Employees want easy interaction and simplified ways to perform their duties – this interaction must be available across platforms. – email, phone, portal, mobile application, chatbot.
• Employees need a single place for answers – this includes access to Knowledge, IT requests and Business requests (HR, Legal Facilities etc.).
• Employees need to be able to easily interact with the support channels.
• Employees need fast and accurate fulfilment of their requests as well as resolution of incidents.
• The service must be available when they require it – 8:00-17:00 is not good enough.
• The service must be tailored to the employee.
• The service must provide a pleasant experience.
• The service must add value to the employee.
• The service provider must be knowledgeable or have access to information to assist.
• The service must keep the employee up to date on the requests throughout the process.

How do organisations go about implementing a Transcendent Customer Experience?

• Implement an employee first strategy.
• Prioritise personalisation.
• Implement Self-Help.
• Implement Automation Everywhere in support.
• Use historical data to understand behaviour and preferences – optimise the experience by enhancing the insights gained from the data.
• Evolve the offerings ensuring employee satisfaction.
• Enable a multi-channel interaction.

BMC Solutions assist organisations to mature to an Autonomous Digital Enterprise with:

• BMC Helix Chatbot – Omnichannel interaction understanding intent and personalising offerings.
• BMC Helix Digital Workplace – Single Enterprise Service Catalogue spanning IT and Business.
• BMC Helix Business Workflow – Business request such as HR, Legal and Facilities.
• BMC Helix IT Service Management – IT request fulfilment integrated into an Enterprise Service Catalogue.
• BMC Helix Knowledge Management – Organisational Knowledge for self help.
• The above all focused on enhancing customer experience, optimising operations and reduce risk and cost.