CX Transformation
Customer Experience (CX) is one of the fastest growing areas in business today and new solutions emerge frequently. So, our Practical Strategists are always scouting the frontier of digital transformation – to ensure that you have the best solutions that fit your needs and aspirations.
What Types of CX solutions do we offer?
The categories of CX solutions will continue to expand and evolve.
Today, we help organizations gear up in the following categories:
Customer Relationship
Management (CRM)
Customer Relationship Management (CRM) is changing so quickly and the real definition of what is entailed in a true customer interaction keeps evolving. In this new customer-centric era, organizations must introduce omnichannel platforms to their customers get immediate and in-depth responses to requests.
AdvisoryHub is helping organizations of all shapes and sizes make the shift to implementing and migrating to more customer-centric platforms. With AdvisoryHub CRM solutions, organizations are integrating new CRM for customer service, focused on the customer to follow their entire service journey and optimize every experience. To delight and keep customers in the new era, organizations will need to rethink the Customer Experience and ensure they have the right platforms to compete.
For example, imagine a single record of customer truth, designed for managing and contextualizing data to drive smarter processes that scale your business (not your headcount). Organizations must start delivering customer experiences that are faster, richer, and available where customers want to connect – on email, phone, chat, social and messaging apps. Legacy CRMs were built to manage cases, not customers. That’s so 20 years ago. Organizations should not pay more for operational solutions and modern communications tools in order to provide effective support and memorable customer experiences.
Sourcing CRM
with AdvisoryHub
AdvisoryHub takes a fresh approach to helping our clients with vendor selection. Our methodology is built to uncover all the use cases for your business. After assessing your needs and spending time interviewing your business units, AdvisoryHub plays match maker with their supplier portfolio to streamline the vendor selection process to only the suppliers that best match our clients’ unique needs.
Some of the key takeaways for enhancing a CRM solution include:
- Automate more conversations with superior self service
- Fuel intelligent customer service with Automation and AI
- Optimize your workflows and free your team from mundane tasks
- Manage data-driven conversations, not tickets and cases
- Integrate your customer support systems to engagement process
- Meet customers where they are, anytime and anywhere
The next generation of customer service CRM must do more than
manage support conversations and collect data.
Labor Monetization
Outsourcing (LMO)
AdvisoryHub is helping client’s access their modern workforce and staffing needs in an effort to meet customer demand. Our LMO practice isn’t just a way to find and source work. With AdvisoryHub LMO solutions, workers build income, skills, and experience to become true micro-entrepreneurs. Companies break free from the high costs, cumbersome systems, and the low quality of traditional staffing solutions.
By creating a marketplace that provides dynamic solutions for both workers and sourcing the work, our LMO services ensure your organization can scale quickly and cost effectively. Organizations are often drawn to LMO solutions because it affords them greater operational flexibility. By sourcing non-core and administrative functions, companies can reallocate time and resources to core competencies like customer relations and product leadership, which ultimately results in advantages over competing businesses in their industry. LMO partners and companies constantly strive to improve their processes by adopting the most recent technologies and practices. LMO also offers companies the benefits of quick and accurate reporting, improved productivity, and the ability to swiftly reassign its resources, when necessary.
Sourcing LMO
with AdvisoryHub
AdvisoryHub takes a fresh approach to helping our clients with vendor selection. Our methodology is built to uncover all the use cases for your business. After assessing your needs and spending time interviewing your business units, AdvisoryHub plays match maker with their supplier portfolio to streamline the vendor selection process to only the suppliers that best match our clients’ unique needs.
Some of the steps involved in an LMO strategy include:
- Assessment
- Proposal
- Due Diligence
- Contracting
- Transition Planning
- Governance
- Transfer
Labor solutions optimized for success, speed and scale
Customer Engagement
Management (CEM)
Customer Engagement Management (CEM) is the practice of managing and enhancing an organization’s touch points and interactions. The goal of this process is to help find the real differentiators and value between you and your competition as well as helping you re-frame the conversation to what you want your customers to focus on. Companies winning in the CX arena are executing to a defined CEM plan.
An important way to improve your CEM discipline is by increasing your customers’ touch points with you, your brand, and your product. When done correctly and with the right customers, you will always be front of mind and reap the benefit of referrals and new opportunities. AdvisoryHub advises with our clients around ensuring they are equipped with the best CEM strategy to attract and retain all customers regardless of generational personas.
For example, creating an engaging website that supports multi-channel interactions may be the most important asset to any brand for attracting and rounding out your online presence. An engaging website will keep customers coming back again and again. The same is true for a poorly done website whereby the customer may not ever come back. Businesses must ensure their websites are digitally orchestrated for touch points like, blogs, help articles, webchat, live chat, ticketing support cases and more to truly differentiate and add value to their customers in the new Customer Economy (CE).
Sourcing CEM
with AdvisoryHub
AdvisoryHub takes a fresh approach to helping our clients with vendor selection. Our methodology is built to uncover all the use cases for your business. After assessing your needs and spending time interviewing your business units, AdvisoryHub plays match maker with their supplier portfolio to streamline the vendor selection process to only the suppliers that best match our clients’ unique needs.
Some of the key takeaways for enhancing a CEM solution include:
- Create an engaging website and increase your social footprint
- Make it easy for your customers to get in touch with you
- Set clear goals for your team on engaging customers and use checkpoints to score them
- Use smart disruption and new ideas for how to engage your customers
Your Brand is a Story Unfolding Across all Customer Touch Points
Customer Journey
Orchestration (CJO)
Customer Journey Orchestration (CJO) is ultimately about delivering great customer experiences in real time to encourage customers to continue to engage with a company, it requires connecting channels, creating more individualized experiences and empowering employees with more data, all along the entire lifecycle of the customers.
Journey orchestration offers a unifying software that observes the varied routes that customers take across all their interactions with brands (both on and offline), then arbitrates the appropriate conversation (irrespective of channel) the brand should take to help the customer complete their journey in the most effective
and satisfying way.
Journey orchestration has come into its own over the past couple of years with the expansion of customer touchpoints, from websites, mobile apps, email communications and call centers to online searches, social media interactions and customer reviews. Customers are creating a plethora of rich, signed-in first-party data about their intentions and desires. Understanding the signals about customer intent is vital — if you can see they are just doing initial research, don’t alienate them by bombarding them with sales or marketing offers. Or if they have a simple query, make sure your systems can act to help them answer it. Customer journey software uses the latest technology, such as machine learning, to interpret behavioral data and suggest the right course of action at that precise moment. It’s fast becoming the key technology enabler for brands that want to be truly customer centric.
Sourcing CJO
with AdvisoryHub
AdvisoryHub takes a fresh approach to helping our clients with vendor selection. Our methodology is built to uncover all the use cases for your business. After assessing your needs and spending time interviewing your business units, AdvisoryHub plays match maker with their supplier portfolio to streamline the vendor selection process to only the suppliers that best match our clients’ unique needs.
Each customer journey will vary from brand to brand, but typically this is made up of five stages:
Awareness
Consideration
Retention
Decision
Advocacy
Focus on the Journey, not the Steps
This holistic, cross-departmental approach of journey orchestration is transformational because, all too often, each siloed department is incentivized to use customer data to meet certain goals. Marketers are incentivized to maximize campaign metrics and increase acquisitions. Customer service is under pressure to reduce call times. Sales wants to find the quickest route to closing a deal.
By visualizing the entire journey based on actual customer activity, businesses can break down departmental silos and help the customer on their way by understanding their intentions and proposing the most suitable conversation, irrespective of which department benefits. We call this being customer-led, not brand-led.
True “outside-in” journey orchestration involves listening to customer intentions by following their journey and then making an inference about what they are interested in. Like any journey, journey orchestration starts with a single step.
