Post by account_disabled on Mar 7, 2024 4:39:36 GMT
If we do not base our decisions on bulletproof data we are just philosophers, immature dreamers, but not managers who really drive the cx transformation in the organization. So I totally agree. Data is the fuel, but there is a danger. Sometimes we have too much data, “data lakes”: you have probably heard this expression. And sometimes we drown in these lakes. So to be successful, we need to know how to swim in these lakes. How to get the most out of data and form a basis for data decisions that all departments make in the organization. This is a big challenge, especially for large companies, but it inevitably brings great results. So, it's not enough to have a lot of data if you don't have a cx strategy.
It's not just about collecting the right data and collecting it in the right way. The first question is how reliable your data is; and the second is how you use them in the organization. Whether you just collect them, put them in a beautiful powerpoint presentation and sit on it, or use it in the organization to make daily business Buy Bulk SMS Service decisions. In logistics, finances, operations, etc. In different departments of the company. “then you really start to drive change and customer-centric transformation.” the collaborator experience we address topics such as customer experience, data and hyper-personalization, which is why we could not overlook the collaborators.
In this sense, we asked olga guseva what her opinion was on why companies should create successful experiences for their employees.: “we must be realistic: who creates the customer experience? Literally, whose hands create it? They are not the hands of the cx director or the business development leader. They are the hands of the person who picks up the phone or delivers the package, opens the door or brings orders from restaurants. The hands of the cook who prepares the food or the hands of the one who cleans the bathroom. The question is: do we know how these people feel? Today, right now, are you warm enough? Do they have air conditioning, if they live in a warm climate? Do they feel safe, committed, valued? Do they have sufficient knowledge and tools to perform their functions in the physical space? Do they have enough time to rest and develop? Because if they don't, they won't be able to create great customer experiences.