Customer Experience 2.0: The Cornerstone of Your Digital Transformation Journey

Posted On: November 7, 2019

Customer experience (CX) is interpreted as the chain of interactions a customer has with a company and its services. We know that customer experiences that last are key for a business’ reputation. To sustain and build on CX and loyalty, a business needs integrated and synchronized customer support. With new technologies paving the way for more personalized and meaningful interactions between businesses and consumers; keeping up with CX trends and tools has never been more important.

Transforming the arena of business

Over the years, technological advancement has reshaped the world. Businesses have modified their operating models, drastically changing ways in which they interact with present and potential customers. As per a HBR report, shows that 80% of business leaders believe that their industry will be disrupted by digitalization and thus it will affect 84% of businesses by 2020.

Standard channels and their innovative use in customer support

Technical advances have the potential to impact every aspect of business. It is more likely to have a significant impact on operations and customer relations. Organisations use multiple channels to communicate and interact with their customer base, on touch-points that consumers find convenient. The trick is to transform omni-channel support, where all touchpoints remain integrated, into an even more holistic experience for a user.


Social Media: Among these several modes, social media is an excellent way to connect with consumers. It allows companies to respond quickly to inquiries and at the same time, many customers with the same issues get their answers. This, in turn, reduces the call volume/chat/email in customer service centres and also increases the brand value for its customers.

A study shows that 49% consumers will make a purchase or use a service if he or she gets a prompt response to queries via social media. For easier navigation and better understanding of customer responses, a company can use hashtags to highlight and respond to specific concerns. Mitigating concerns over social media will also create “spectator advocates”. Handling an unhappy customer with utmost professionalism would also attract spectators towards the business.


Chat, Email & Voice assistance: Although social media and other channels are prevalent, a telephonic conversation is considered one of the best channels for customer service. A study of Harvard Business Review shows that over 75% of customers across 12 nations prefer to talk to humans rather than IVRs and automated bots.

Besides these two channels, email and chat are also effective methods of interacting with customers. Email provides an immediate form of communication for a business with a lesser cost than other channels. Live Chat is gaining more traction as 92% of customers feel more satisfied with a live chat feature. Both email and chat service will be more effective for a business if it has a younger user-base.

Trending CX solutions

Businesses today have realized the value of technologies like Artificial Intelligence (AI), Machine Learning, IoT etc. and their application in the customer service industry. According to a study by Gartner, AI bots will take over 85% of all customer service interactions by the year 2020. This is not very surprising as many organizations have adopted AI for 24*7 live virtual chat. Developed AI can interpret emotion and human communication with accuracy at an incredibly fast pace and at a lower cost than a customer care executive.  A study shows businesses can reduce their customer service expenses by 30% if they enforce a customer service AI solution such as a chatbot into its service workflow.

Choosing an optimized path to enhance CX

While considering customer support as a top priority, a business must ensure that each touchpoint must be integrated. This allows a business to solve customer concerns with minimum effort and remain in touch with his/her favourite brand.

Nowadays, each business is trying to use more technology and automation to minimise call center support costs. We know that “automated customer service” is a built-in process that provides customer support by eliminating human involvement. With the emergence of digitalization in each industry, customer expectations have changed. Mastering the art of meeting and exceeding them is key to unlock the potential formula for a company to gain a competitive advantage. Therefore, an organisation should keep its customer support easy, quick and integrated to stay ahead of the competition.

But businesses may not be able to handle customer concerns with technology alone. Thus for effective customer experience, technology should be unified and blended with proper emotional intelligence and a human voice. KocharTech has been working on this principle for the last 15 years with several industry leaders worldwide. To accelerate your business’ value and strengthen customer relations, contact us.

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