Experience Assurance: The building block of CX strategy | HCLTech
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Experience Assurance: The Building Block of your CX Strategy

Leverage our framework’s four-pronged approach to set yourself on the path to experience-led growth.

 
4 minutes read
Kumar Gaurav

Author

Kumar Gaurav
Product & Marketing Consultant
Lahari Shetty

Co-author

Lahari Shetty
Group Manager - Product and Marketing strategy (PMG)
4 minutes read
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Today, organizations often struggle with inconsistent experiences, disjointed processes and varying customer satisfaction levels. This status quo poses significant challenges, including frustrated customers, decreased loyalty and missed business opportunities.

According to a 2022 survey by Forbes, 58% of customers are willing to pay more for a better customer experience, and this number has been growing over the years. No wonder brands are investing significant resources towards ensuring that customers get the experience they are promised.

However, the economics of CX are strange. Here, both doing more and/or less could have a detrimental impact on your revenue, as KPMG explains in one of its reports. So, how do you develop a strategy to deliver exceptional CX?

Leading the Way with Experience Assurance

According to research done by McKinsey & Co, companies with high CX ratings have achieved more than double the revenue growth of “CX laggards” between 2016 and 2021. This points to the fact that exceptional CX is a competitive advantage and a key driver of business.

Amidst such CX landscapes, some forward-thinking companies have emerged as leaders in delivering exceptional customer experiences by embracing and prioritizing Experience Assurance —a comprehensive approach to CX strategy. They invested in cutting-edge technologies and advanced monitoring systems to capture real-time insights into customer interactions and prioritized mapping their customer journeys to identify pain points and eliminate friction throughout the customer experience.

Solving CX Challenges with HCLTech Experience Assurance

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To overcome the challenges of enabling your envisioned CX, you need to not only adopt the best practices for improving CX but also monitor the delivered CX for corrective actions.

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To overcome the challenges of enabling your envisioned CX, you need to not only adopt the best practices for improving CX but also monitor the delivered CX for corrective actions.

At Fluid Contact Center, we understand the importance of building and delivering exceptional CX, and the challenges that are a part of this journey. That's why we developed an innovative framework that aligns with the principles of Experience Assurance. With HCLTech Experience Assurance, you can focus on your customer support and services to gain a distinct edge over your competitors and adopt industry best practices to innovate and deliver outstanding experiences. First, you can leverage our framework’s four-pronged approach to set yourself on the path to experience-led growth.

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Second, you can alter your existing approach to DevOps with our offering to drastically reduce your time to market and improve the quality of rollouts. A breakdown of your new cycle would look as below:

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  1. Model: Developing a model of existing CX for benchmarking
  2. Scenarios: Creating exhaustive testing (functional and technical) scenarios to cover all bases
  3. Regression: Automating execution of exhaustive testing scenarios
  4. Smoke: Ensuring that the system is designed to handle unprecedented volumes
  5. Monitor: Proactively monitoring the existing customer experience enabled through rollouts
  6. Report: Presenting consumable analytics via dashboards for corrective actions

Experience Assurance is the cornerstone of a successful CX strategy. Leverage this framework to break free from the status quo. And differentiate your offering to thrive in today's competitive landscape.

With the help of our comprehensive solutions, HCLTech Fluid Contact Center is dedicated to helping organizations transform their CX, delighting customers and achieving sustainable business growth.

Get key insights about our Experience Assurance framework in this detailed brochure: Download now.

Begin your supercharged CX transformation journey with Fluid Contact Center, today, please write to us at Contact.FluidCC@hcl.com

TAGS:
Customer Experience
Digital
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