Post by account_disabled on Mar 7, 2024 5:18:46 GMT 1
Of cx day colombia 2022 starting with the interview, we asked james dodkins what his personal opinion is about the reasons that lead companies to develop a customer experience strategy: “many companies and many studies have shown that having a good cx strategy is not based solely on making the customer happy. A good cx strategy, executed correctly, will generate superior financial results for companies.” after sharing his vision on cx as a business strategy, we asked him what role customer experience plays at pegasystems: “ the reason I love pega's software design so much is that they start with the customer outcome and this means that they go hand in hand with technological design. Many other companies develop a solution and then try to force it to fit any use case they can. Because pega is an open source platform for workflow automation and ai-powered decision making, we can ensure our solution is the right fit for customers and businesses.
Hyper personalization of experiences by james dodkins currently, one of the most debated topics is the hyper-personalization of experiences. Therefore, we asked james if he believes that this is a demand of all clients or if, on the contrary, it should be identified who is demanding it and who is not: “ not all customers need a hyper-personalized experience and not Buy Bulk SMS Service every experience needs to be hyper-personalized. We should work to understand where to focus our attention when hyper-personalizing. However, understanding which customers we should not offer hyper-personalized experiences to is also a form of personalization.” continuing with our talk and in accordance with the topics addressed by james at the beginning of this interview, we delve into how a company can increase its roi with cx: “ we need to link cx work to 4 axes: acquisition, retention, wallet share and cost.
Are we getting more clients? Will they stay long term? Are they spending more money? Are our operating costs decreasing? Focusing on these 4 axes will achieve great results.” another relevant topic within a cx strategy is data management. For this reason, we wanted to know what dodkins thinks about the importance of this and if he agrees that data is the oil of the 21st century: “ we are currently drowning in data, but we are hungry for information. Data companies have gone from megabytes to petabytes in a short period of time. If we do not manage this data correctly and obtain relevant, contextual and actionable information in real time, we should bother collecting it.” up to this point we talked about customers, hyper-personalization and data; but we still do not include collaborators in the cx strategy.