// PREDICTIVE INTELLIGENCE //

DATA ANALYTICS LET YOU GET UNDER THEIR SKIN , ENABLING YOU TO BENCHMARK WHERE YOU ARE SO YOU CAN ASK – WHERE DO WE WANT TO BE AND HOW ARE WE GOING TO GET THERE ? the beating heart of the organisation . To ensure your customer experience journey is seamless it must be well designed at every touchpoint from finding out about the product or service , right from the ordering , shipping , after sales and dealing efficiently and quickly with complaints , and then closing the loop to see if they are satisfied . Customer experience

For tech ’ s sake needs to be viewed as an evolutionary process that is continually edited and improved to build strong relationships with your customers ensuring they stay loyal to you . The answer lies in the planning , executing and monitoring the customers ’ journey . It is this that will determine your success .

Companies must act fast and move with the times , but they also need to be mindful of slowing down to plan properly and not lose sight of what they want to achieve . Rushing out to buy and deploy the latest tech will not improve your customer experience overall . Planning the customer experience journey needs to be approached holistically and not in isolation . Technology needs to be planned correctly and it will improve your customers ’ journey on each touchpoint .

It ’ s all in the plan

Too many companies deliver services without knowing what the objectives and success criteria will be . With technology services and solutions , you must understand the business needs and how that translates into the technology otherwise the tech will go unused and wasted ; lost in translation .

Providers should work closely with customers and immerse themselves in their business , understanding how their processes work and how they can improve them for the staff and the customers to make them more efficient .

An effective way is to run workshops working with the people that will use the technology and discovering what the pain points are and how they can be improved . Then you can set

26 Intelligent SME . tech