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1、CRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023Exploring the most important tools to meet consumer CX demands in a human-centric eraCRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 2TABLE OF CONTENTSEmployee experience .5Advanced IT technologies .9Customer journey management .13Omnichannel solution
2、s .18Digital transformation .21RFP and investing guidelines .26CRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 3INTRODUCTIONInvesting in customer experience(CX)technology has been an ever-increasing business priority since 2015,but in seven years,a lot has changed.Innovators have digitized the cust
3、omers world giving them access to anything,anytime.These digital-first businesses are successfully listening to their customers needs and are building ecosystems to support positive individual journeys.Their efforts have transformed the playing field.Todays customers universally expect and demand be
4、tter experiences than ever.The cost of not delivering is high.85 percent of customers are willing to pay significantly more for a competitors experience that meets expectation.Creating a connected,personalized,transparent experience how and when a customer wishes is key to acquiring and,most importa
5、ntly,retaining your customers.The ROI is proving significant,with CX leaders outperforming in value.According to Forbes,businesses who have invested in customer experience are realizing 80 percent increases in revenue.Omdia,a global leader in technology markets research,estimates that 73 percent of
6、enterprises struggle to meet heightened customer expectations.Customer journeys are no longer linear.They span marketing,onboarding,omnichannel customer communications,customer journey management,voice-of-the-customer,customer service,and digital capabilities,like forms,signatures,payments,and more.
7、From a holistic view,and at any given point,there are myriad hurdles facing CX leaders.Some common pain points preventing company-wide CX transformation are:Implementing CX across siloed organiza-tions Inability to measure the ROI in alignment with business goals Integrating a human-centric culture
8、that drives employee and customer experience Leveraging customer data in real-time across business-wide operationsIn Quadients State of Customer Experience report,experts predicted that after years of delaying digital transformation and CX initiatives,we will see large scale investment across the bo
9、ard.As customer expectations rapidly advance,so does CX technology.Todays solutions are capable of robust,comprehensive,customer-first experience orchestration that wins,and keeps,customers.Triggered by the agility that 2020 and 2021 spurred,the number of communications,customer experience,and digit
10、al experience modernization projects getting green-lit for evaluation in 2023 has increased.What type depends on the organizations strategy.Every brand is different spanning varying degrees of digital transformation,employee enablement,CCM strategy/adoption,but make no mistake,2023 is the year for c
11、ritical CX investments.“.Companies will make the grand pivot from reactionary to revolutionary designing long-term solutions that right-size their CX projects and investments,and leveraging the now chronic disruption as a catalyst to reinvent and reinforce experiences that delight customers and empo
12、wer employees.”Forrester,Predictions 2022:Customer Experience CX Pivots from Reactionary to Revolutionary;October 27,2021.CRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 4Customer experience by the numbersJames Dodkins,of Rockstar CX,summed up critical investments best:successful companies are inve
13、sting,and the common denominator is that the word“customer”will be involved.It might be a chief customer officer,enabling a customer-facing team,or investing in customer-centric technology,but smart investments are critical to bringing value,growth,and retention as companies make mandatory transitio
14、ns to a digital-first,customer-centric age in 2023 and beyond.As you forge ahead in a new customer experience era,here are insights to help you make the right investments in 2023.76%76%of executives say improving CX is a high or critical priority.(Forrester)of B2C companieshave a dedicated CX team,w
15、ith most formed in the last one to two years.(Usersnap)Global CX technology spending is expected to reach$641B in 2023.(IDC)56%010095%of leading organizationscite CX job roles as important to achieving business growththe highest of any job role.(Econsultancy)Nearly90%of companieshave a CXO or equiva
16、lent executive,compared to 65%of companies with a CXO in 2017.(Gartner)90%95%The size of the U.S.CX industry is expected to GROW 15%ANNUALLY from 2021 to 2028.Two-thirds of companiescompete on customer experience,up from 36%in 2010.(Gartner)87%of business leaderstag CX as their top growth enginethe
17、highest of any other growth area.(North Highland)2021202887%(Grand View Research)CRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 5CHAPTER 1:EMPLOYEE EXPERIENCEWe are starting exactly where businesses should:employee experience.As organizations race towards digital transformation to enhance the cust
18、omer experience in 2023,its crucial to assess where experience starts with employees.Overwhelming research supports that enhancing employee experience directly enhances customer experience,with studies showing that companies with highly engaged employees outperform by up to 147 percent.“If your empl
19、oyees experience is disconnected and poor,then your customers experience will be as well.By building personalized,omnichannel customer experiences,you end up doing the same for your employees;and literally everyone wins.”Scott Draeger,VP Customer Transformation,Quadient Disruptively great customer e
20、xperience doesnt result from one siloed CX team it requires putting the customer at the heart of your business.The best way to achieve this is cultural transformation.If your culture does not center upon the humans within it,your employees,you cannot execute a customer-first strategy externally.If y
21、ou want to stay ahead of the CX curve,youll need to heavily invest in your employee experience in 2023.EMPLOYEE EXPERIENCEForrester blogs;James L.McQuivery,Predictions 2022:2022 will go down as the year executives were forced to care about EX;Nov.3,2021.122%outperformance rate for highly-engaged wor
22、kforce(Accenture)19.2%growth rate in annual operating income(Accenture)21%more profitable than companies with poor engagement numbers(Accenture)25%more profitable than non-EX focused companies(IBM)100%greater customer loyalty for businesses in top EX quartile vs bottom(MIT)BENEFITS OF A HIGHLY-ENGAG
23、ED WORKFORCETODAY,JUST 48%OF LARGE ORGANIZATIONS IN THE US HAVE A DEDICATED PROGRAM FOR EX.THAT NUMBER WILL RISE TO 65%,AS MORE EXECUTIVES WATCHING THEIR MONTHLY QUIT RATES GO AS HIGH AS 2%WILL SUDDENLY BECOME EX ADVOCATES OF THE HIGHEST ORDER.CRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 6EXPERT
24、 INSIGHTS Workplace AI will boost automation and augmentation needs.In 2021,more than a third of companies in adaptive and growth mode will look to AI to help with workplace disruption for both location-based,physical,or human-touch workers and knowledge workers work-ing from home.This will include
25、applying AI for intelligent document extraction,customer service agent augmentation,return-to-work health tracking,or semiautonomous robots for social separation.Forrester blogs;Srividya Sridharan;Predictions 2021:The Time is Now for AI to Shine;October 22,2020 Listening,and I mean really listening,
26、to both your employees and your customers,is the most critical investment you can make for success.And Im not talking about NPS,or CES or any other single question.Im not even talking about post interaction surveys,or trust surveys.Im talking about longitudinal studies of both your employees and you
27、r custom-ers.Were going to come out of this COVID era,and people are going to have an entire-ly different set of wants and needs.And if you arent talking,asking and listening now,youre going to completely miss the shift that is about to occur.Ingrid Lindberg,CXO,Chief CustomerConsider CX investments
28、 that can:Automate intelligence(AI)tools to automate workflows and data processing,relieving pressure on overworked humans Enable cross-functional hybrid teams with cloud-based solutions Offer better pay and productivity tools Reduce the mundane and foster creativity Unlock creative processes Create
29、 a human-centric culture built on trust and empathy Empower employees with low-tech solutionsIf you arent talking,asking and listening now,youre going to completely miss the shift that is about to occur.CRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 7 By 2025,70%of new applications developed by or
30、ganizations will use low-code or no-code technologies,up from less than 25%in 2020.The rise of low-code application platforms(LCAPs)is driving the increase of citizen development,and notably the function ofbusiness technologistswho report outside of IT depart-ments and create technology or analytics
31、 capabilities for internal or external business use.Gartner press release;Gartner says cloud will be the centerpiece of new digital experi-ences;November 10,2021.Successful companies will secure their data and applications for ease of use forremote workersusing cloud-native applications and keep the
32、ir operations running even with higher risks of downtime,according to GlobalData.Williams,Lara.Investment Monitor.Ten technology investment areas to watch in 2022.December 16,2021.“THE MOST IMPORTANT INVESTMENT THAT BUSINESSES CAN MAKE IN 2023 AND BEYOND IS IN THEIR EMPLOYEES.Putting employees first
33、 is critical to success.We learned last year that customers prefer to buy from brands that prioritize employee health and safety.This will not go away;instead,it must,and it will,become the new normal.Employees must be a priority and must be taken care of.”Annette Franz,Chief Experience Officer,CX J
34、ourney,Inc.THE MOST IMPORTANT INVESTMENT THAT BUSINESSES CAN MAKE IN 2023 AND BEYOND IS IN THEIR EMPLOYEES.CHAPTER 1:EMPLOYEE EXPERIENCEFUTURE-FIT FIRMS WILL RELIEVE SOME OF THE PRESSURE BY USING CLOUD-FIRST AND PLATFORM-BASED ARCHITECTURES AND ADOPTING LOW-CODE/NO-CODE SOLUTIONS TO REDUCE THEIR NEE
35、D FOR THE MOST ADVANCED TECHNICAL SKILLS.GARTNER is a registered trademark and service mark of Gartner,Inc.and/or its affiliates in the U.S.and internationally and is used herein with permission.All rights reserved.CRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 8 By 2023,digital transformation and
36、 business volatility will drive 70%of G2000 organizations to deploy remote or hy-brid-first work models,redefining work processes and engaging diverse talent pools.IDC FutureScape:Worldwide Future of Work 2022 Predictions,Doc#US47290521,October 2021.EX budgets will go up,yes,but so will invest-ments
37、 in automation and robotics designed to complement the human workforce so much so that we predict a large compa-ny will even announce that its capping its human workforce at its current levels and instead aiming to expand its capacity through automation and robotics.Such a bold move,rather than sign
38、aling the dehumanization of the workforce,will represent a commitment to those who already work there,giving them enhanced roles as automation confers upon them the equivalent of work-ready super-powers.Forrester blogs,James L.McQuivery,Predictions 2022:2022 will go down as the year executives were
39、forced to care about EX;Nov.3,2021.By 2023,70%of connected workers in task-based roles will use intelligence embedded in adaptive digital workspaces from any-where to engage clients/colleagues and drive enterprise productivity.IDC FutureScape:Worldwide Future of Work 2022 Predictions,Doc#US47290521,
40、October 2021.Leading firms will unlock the creativity of their employees and surround them with intelligent technologies such as automation and prediction engines that focus on out-comes,not just financial results.This shift will establish a new era of transformation,one comprising human-centered te
41、ch initiatives that form a tight link between CX and EX,drive competitive advantage and deliver a 3%to 5%net gain in productivity.Forrester;Predictions 2022:GuideCHAPTER 1:EMPLOYEE EXPERIENCECRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 9ADVANCED IT TECHNOLOGIESArtificial intelligence(AI),machine
42、 learning(ML),data analytics,and natural language processing once futuristic,science fiction concepts,have come a long way in the space of a decade.Increasingly,IT leaders across all industries have accelerated the incorporation of these advanced technologies into their stacks for all functional are
43、as of business.AI tech stacks are a group of different technologies working together to enable machines to sense,comprehend,act,and learn with human-like intelligence.AI-powered solutions are nimble and self-optimizing as business needs evolve.These technologies empower enterprises to do more with l
44、ess,to do it accurately,and to enrich outcomes with deep data,which is key to personalizing customer experiences.According to the Motley Fool,90%of the worlds data has been created in just the past two years,and the amount of data that is being generated today is expected to double in two years.This
45、 rapid increase in data requires companies to build capabilities to analyze and process their growing amounts of data.This is an area where AI can shine.TECH STACKS THAT LEVERAGE DATA AND AI TO ORCHESTRATE HUMAN-CENTRIC CUSTOMER EXPERIENCES WILL DRIVE SUCCESS IN OUR POST-PANDEMIC ERA.Not only can AI
46、 tech give your employees unparalleled insights to make data-driven decisions,but it will free up their time so that they can focus on high priority,deeply personalized human touch.Further,when combined,AI-based template migration,data management,and integration are powerful accelerants for digital
47、transformation projects,letting you implement months,even years,sooner.And their powers,benefits and potential ROI continues to grow with gustogetting better each year.GLOBALARTIFICIAL INTELLIGENCE(AI)SPENDING WILL GROW FROM USD 58.3 BILLION IN 2021 TO USD 309.6 BILLION BY 2026.MARKETSANDMARKETSCHAP
48、TER 2:ADVANCED IT TECHNOLOGIESCRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 10CRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 10 Respondents for the CX Networks 2021 Global State of CX Report identified AI as their strongest investment priority.According to a 2021 McKinsey study for the State of
49、 AI in 2021,two-thirds of respondents say their companies AI investments will continue to increase over the next three years.64%of business leaders say that AI and ML initiatives priorities have increased relative to other IT priorities in the last twelve months.Forbes 3 out of 4 C-suite executives
50、believe that if they dont scale artificial intelligence in the next five years,they risk going out of business entirely.Accenture Benefits of AI:Automates work processes Reduces overhead and operating expenses Minimizes tedious,manual tasks Drives continuous improvement Automates data processing and
51、 analysis Supports self-resolving service desks Automates content visualization comprehension Enhances data security Optimizes server performance Increases efficiency and productivity And moreAI WILL ADD$13 TRILLION TO GLOBAL ECONOMIC OUTPUT BY 2030.MCKINSEY CHAPTER 2:ADVANCED IT TECHNOLOGIESCRITICA
52、L CUSTOMER EXPERIENCE INVESTMENTS IN 2023 11CRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 11EXPERT INSIGHTS Migrating off legacy compositions systems remains expensive.Firms continue to struggle rationalizing and migrating the thousands of documents trapped in legacy publishing systems.Content an
53、alysis,rationalization,and automation technologies have emerged that hold promise for accelerating this effort.Doculabs believes that firms will start to realize the benefits of these new capabilities in the coming years to simplify customer communications.Doculabs Year 2023 will be seen as the year
54、 whenorga-nizationswill bring AI into the framework to make the process of automation easy,fast and extremely lively and more flexible than ever before.Techfunnel,Top 8 Automation Trends in 2022 to know;Menon,Anirudh;December 16.2021 AI template migrationthe process of trans-ferring your existing da
55、ta and documents into your CCM etherdirectly impacts your ability to leverage your most powerful asset:data.If your CCM lacks strong AI template migration capabilities,you cannot truly achieve omni-channel,customer-first,digital transforma-tion.This is particularly true for legacy enter-prises.Becau
56、se AI-based template migration optimizes old content and quickly migrates to new environments,it can drastically decrease the time spent analyzing legacy templates.Scott Draeger,VP Customer Transformation,Quadient AI has emerged as the next major wave of innovation.AI solutions are currently focused
57、 on business process problems and range from human augmentation to process im-provement to planning and forecasting,em-powering superior decisioning and outcomes.Advancements in language,voice and vision technologies,and multi-modal AI solutions are revolutionizing human efficiencies.Over-all,AI plu
58、s human ingenuity is the differenti-ator for enterprises to scale and thrive in the era of compressed digital transformation.Press release;IDC:IDC forecasts companies to increase spend on AI solutions by 19.6%in 2022;Feb.15,2022.EXPERT INSIGHTSCRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 12 The
59、AI market will be worth$190bn in 2025,up from$67bn in 2021.Businesses should already be investing in one or all aspects of AI,including machine learning,data science,conversational platforms,computer vision AI chips,smart robots and context-aware computing.Banking,healthcare and technology sectors l
60、ead implementation,but most businesses will face some disruption from some or all of these tech-nologies.Investment Monitor “A quarter of the companies participating in our latest AI survey report wide-spread adoption of AI,up from 18%last year.Another 54%are heading there fast.And theyve moved way
61、beyond just laying the foundation.Many are reaping rewards from AI right now,in part because it proved to be a highly effective response to the challenges brought about by the COVID-19 crisis.In fact,most of the companies that have fully embraced AI already report see-ing major benefits.”PWC.Navigat
62、ing the top five AI trends facing your business this year.Anand Rao,Scott Likens and Michael Shehab;March 9,2021.Because of the proliferation of data and the maturity of other innovations incloud processing and computing power,AI adoption is growing faster than ever.Companies now have access to anun
63、precedented amount of data,in-cludingdark datathey didnt even realize they had until now.These treasure troves are a boon to the growth of AI.Accenture CHAPTER 2:ADVANCED IT TECHNOLOGIESWorldwide IT spending is projected to total$4.5 TRILLION in 2023,an increase of 5.1%from 2021.Gartner press releas
64、e;Gartner Forecasts Worldwide IT Spending to Grow 5.1%in 2022;January 18,2022.CRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 13CUSTOMER JOURNEY MANAGEMENTGone are the days when one-size-fits-all customer journeys drive value.CX-obsessed companies have raised the standard.Now,every interaction a cu
65、stomer has with your organization is an opportunity to delight or disappoint.Your customers are adding complexity to your processes as their collection of devices,accounts and channels grow.This increases the likelihood of a disjointed,frustrating experience.But today,a single point of friction in t
66、he customer experience can end a customer relationship for good.86%of buyers are willing to pay more for a great customer experience and 49%of buyers have made a cross-sell purchase impulsively due to a positive customer experience.CHAPTER 3:CUSTOMER JOURNEY MANAGEMENT 1 in 3 customers will walk awa
67、y after one poor experienceof customers are willing to leave a brand after 2-5 poor experiences92%Source:PWC63%say theyd share more data with a company offering a great experience86%49%CRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 14To drive(and retain)value,enterprises must meet the new threshol
68、d of empathetic,hyper-personal,omnichannel experiences by engineering human-centric experiences within the context of every individuals unique journey.This takes more than customer journey mappingit takes customer journey management.Sophisticated journey management solutions go far beyond mapping.Le
69、veraging AI and data analysis,modern journey management solutions identify and implement real-time opportunities for enhanced personalization and omnichannel orchestration.At-scale.Holistic visualization empowers CX advocates with a deep,enterprise-wide understanding of the business impacts tied to
70、each customer interaction along their lifecycle and orchestrates exceptional experiences that jump-start the path to total CX transformation.If creating a customer-first culture is your priority(and it should be),then you need to be looking at solutions that integrate journey management with custome
71、r communications management.WHAT SUPERPOWERS CAN JOURNEY MANAGEMENT GIVE YOUR TEAMS?Journey management tools let you visualize a journey through the customer lens,delivering transformative insights via dynamic digital maps.They leverage data,adding science and emotional scoring for powerful,factual
72、personalization.They leverage AI to prioritize the tasks and projects that will have the greatest impact,instantly enhancing the customer experience at every touchpoint.AI also orchestrates next-best actions,letting you make rapid changes to communications,regardless of channel.When integrated with
73、omnichannel CCM and best-in-class design capabilities,this technology makes for a transformative customer experience that optimizes value and ROI across every customer lifecycle.Features to look for in customer journey management tools:Intuitive mapping Global map linking Dynamic,living dashboards I
74、nteractive,design-thinking mapping tools Remote collaboration and orchestration tools Third-party data integration Dynamic tracking of KPI and emotional scores Next-best-action design and delivery Friendly CCM and omnichannel integration Multi-format export capabilities One,centralized platform EXPE
75、RT INSIGHTSCRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 15INDUSTRY INSIGHTSINSURANCE According to the Forrester report,The US Health Insurers Customer Experience Index,2021,34 percent of health insurance customers with the ability to choose,will switch their insurance provider over dissatisfacto
76、ry customer experience.BANKING By 2023,25%of global banks will use AI-based sentiment analysis to improve customer experience on current and future products and services.IDC FutureScape:Worldwide Future of Cus-tomer and Consumer 2022 Predictions,Doc#US48297321,October 2021 Todays communications lead
77、ers approach con-tent design from a process completion perspec-tive,understanding that it often takes several interactions across multiple channels to complete a process.Think about it in action.You send a policy update to a customers preferred email address.Maybe youve landed in their spam fold-er
78、and need to try an alternate channel.Perhaps you need to send a reminder to activate a lan-guishing approval.Maybe a customer already has your app,and you need to send them a push notification to complete a regulatory process.Heres the power of journey management:it can inform you on what,when and h
79、ow content should be delivered to your customer and or-chestrate the next best actionseven on digital channels.It brings design and delivery teams together on one platform that allows them to un-derstand and adapt to each customers changing context and channel mix.Andrew Stevens,Quadient CHAPTER 3:C
80、USTOMER JOURNEY MANAGEMENT Businesses have the data,but they arent technologically equipped to let that data tell a story.Journey analytics is the critical investment to clear that hurdle,integrating AI and machine learning to translate data into a true un-derstanding of a customers expectations of
81、outcomes.Quadient has invested significantly to position our customers to successfully leverage their data in powerful ways,ultimately orchestrating a more efficient internal process,higher employee enablement and excellent CX.Chris Hartigan,Chief Solution Officer-CXM,Quadient Customer journey mappi
82、ng and analytics are critical areas that organiza-tions should invest in this year.There is enormous value in understanding and visualizing key journeys like onboarding and customer support,along with the specific interactions and communications at each step.Solutions like Inspire Journey help cross
83、-functional teams collaborate and break down silos so that they can understand the connection between communications and customer emotions,and how those can impact outcomes like increasing customer satis-faction and retention and reducing cost to serve.Avi Greenfield,Senior Director of Product Manag
84、ement,Quadient Everyone has voice-of-customer software.Some have adopted journey map-ping software,but they are missing the element that ties everything together the orchestration tech stack capable of understanding and triggering emo-tion in your customers.From our customer-centric perspective,that
85、s the most critical investment for businesses in 2023.Jim Tincher,CCXP,Founder&Mapper-in-Chief,Heart of the CustomerThere is enormous value in understanding and visualizing key journeysCHAPTER 3:CUSTOMER JOURNEY MANAGEMENTCRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 16CRITICAL CUSTOMER EXPERIENC
86、E INVESTMENTS IN 2023 17CRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 17 With the latest development in its customer journey mapping,as well as its integrations with companies like Kitewheel,Quadient has taken journey orchestration to a new level.Not only does it offer design-thinking collaborati
87、on that improves experience planning,which is a unique capability in the CCM space,it now also has next-best-action automation capabilities to orchestrate true omnichan-nel communications at-scale.Kaspar Roos,Aspire In 2023,brands will be investing heavily in ways to recognize and leverage micro mom
88、ents,finding the right time to send a person-alized offer that will help solve whatever problem is facing the potential customer at that time.This is about being able to reach the right customer at the right time a cutting-edge marketing challenge,but one thats increasingly solvable thanks to the te
89、ch-nology solutions at our fingertips today.Forbes,Bernard Marr,The 5 Biggest Customer Experience(CX)Trends In 2022,Nov 17,2021.The human elements are actually even more important than before Covid-19.Per-sonal feelings and emotional linkages are something that cant be neglected during day-to-day op
90、erations.Smiles,empathies,recognition and appreciations should be integrated into each touchpoint.And along the whole journey,brands should embrace customers joy or anger,surprise or disap-pointment,and engage with them wisely.Anna Wang,customer service manager,Bose:The Global State of Customer Expe
91、rience 2021,CX Network.CHAPTER 3:CUSTOMER JOURNEY MANAGEMENTCRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 18OMNICHANNEL COMMUNICATIONS TECHNOLOGY IS VITAL TO DESIGNING GREAT CUSTOMER EXPERIENCESCustomers expect interactions that are relevant and delivered in-context with their current stage of th
92、e buying journey,regardless of the contact channel used.They have a“brand is a brand”mentality and they expect not only a choice of,but consistency across,every channel available from competitors.They do not extend patience for the hurdles that this expectation presents for internal operations or re
93、ward a fragmented journey.Visualizing a holistic customer journey helps you truly understand their needs,but how far does that take you?Each communication your organization sends has a specific business purpose.But todays customers engage on multiple channels typically choosing between two to four o
94、n which to engage at any given moment.The challenge is differentiating your organization by creating a way for customers to self-select how they want to interact with you and meeting them there.Curating this seamless,positive experience means that you need to not only predict the customers demands,b
95、ut also ensure that the communication at each interaction is capable of being designed and delivered.You need omnichannel design and delivery technology.After all,what good is all the work youve put into journey mapping if your communications arent designed efficiently or ultimately delivered?An omn
96、ichannel approach blends together connections between all channels,creating a seamless customer experience across every interaction.This strategy should not be confused with a multichannel approach,where brands are simply available to their customers across multiple channels that operate in silos.Th
97、e CX Network,Omnichannel CX,October 2021.35%of customers expect to reach the same customer service agent regardless of channel.ZendeskCHAPTER 4:OMNICHANNEL SOLUTIONSCRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 19CRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 19When combined with customer-centr
98、ic journey management tools,omnichannel CCM capabilities let you anticipate customer needs and interact on any channel,in real-time.Lets see it in action.A customer startsan interactionon the phone and finishes itonline,or via SMS.Journey management lets you predict the channel switch.Omnichannel de
99、sign lets any department quickly design and personalize the content that is optimized for that channel.Then,failover orchestration ensures that if delivery fails on one channel,the communication is automatically generated and delivered on an alternate channel,driving engagement.Great omnichannel int
100、egrations do this without silo-ing channels,saving you cost and time while increasing customer engagement,strengthening loyalty and optimizing positive experience sentiments that drive value.TODAYS CUSTOMERS ENGAGE ON MULTIPLE CHANNELS-TYPICALLY CHOOSING BETWEEN TWO TO FOUR AT ANY GIVEN MOMENT.“COMP
101、ANIES WITH WELL-DEFINED OMNICHANNEL CUSTOMER EXPERIENCE MANAGEMENT ACHIEVE A 91%HIGHER YEAR-OVER-YEAR INCREASE IN CUSTOMER RETENTION RATE,COMPARED TO COMPANIES WITHOUT OMNICHANNEL PROGRAMS.”Aberdeen Group,“25 Amazing Omnichannel Statistics every Marketer Should Know”blog,Jan 9,2021CRITICAL CUSTOMER
102、EXPERIENCE INVESTMENTS IN 2023 20 Increasing customer expectations and new technologies have installed one-to-one omni-channel personalization as marketings holy grail.Adam Firbank,Journey Practice Lead Customer Communications,British Gas By 2024,30%of Fortune 2000 companies will deploy next-best ac
103、tions across their om-ni-channel environment,driving demand for CDPs,omni-channel management,and custom-er service solutions.IDC FutureScape:Worldwide Future of Customer and Consumer 2022 Predictions,Doc#US48297321,October 2021 Companies investing in omnichannel customer engagement can increase thei
104、r closure rates by 25%and enjoy a 10%increase in growth rate.For this reason,the number of companies investing in omnichannel experience for customers has increased significantly from20%to 80%.Adobe Understanding which journeys have heightened emotive states for customers and being able to map human
105、 contact into these is critical,but this must be off-set with greater use of customers being able to self-serve,be it online,app-based,IVR or chatbot(AI)channels,to free up human interactions when needed.Adam Firbank,Journey Practice Lead Customer Communications,British Gas Over the years,many organ
106、izations assembled a large collection of channel and proj-ect-specific technologies that operate in silos.In many cases,this creates a tangled mess of technologies struggling to integrate and communicate with each other.Implementing omnichannel capabilities requires the integration of all channel te
107、chnologies(both new and legacy systems),as well as advanced inventory management requirements.The CX Network,Omnichannel CX,October 2021.OMNICHANNEL TIPS FROM NETFLIX In the mission of being accessible to customers and creating a channel-rich environment for interactions,brands can fall into the tra
108、p of excessively launching new channels.The top things to avoid are expanding channels blindly for the sake of“being om-nichannel”or“needing to show brand presence”and creating unnecessary silos by segmenting or grouping support agents per channel.-Saki Takeda,Netflix Its important to think about da
109、ta more holistically and prioritize investments in building strong data infra-structures that will surface 360-degree customer views and provide end-to-end vis-ibility of customer journeys and experiences.The CX Network,Omnichannel CX,October 2021.EXPERT INSIGHTSCRITICAL CUSTOMER EXPERIENCE INVESTME
110、NTS IN 2023 21DIGITAL TRANSFORMATIONDX spending will have a compound annual growth rate(CAGR)of 16.4%over the 2021-2025 forecast period as organizations pursue a holistic digital strategy for people,processes,technology,data,and governance.Press release:IDC:New IDC Spending Guide Shows Continued Gro
111、wth for Digital Transformation as Organizations Focus on Strategic Priorities;Nov.9,21.“Beyond operational DX investments,customer experience is garnering some of the largest DX technology investments from consumer-oriented industries,such as securities and investment services,banking,and retail.”Pr
112、ess release:IDC:New IDC Spending Guide Shows Continued Growth for Digital Transformation as Organizations Focus on Strategic Priorities;Nov.9,21.COVID-19 forced digital transformation laggards to pivot their strategy overnight.In response,many organizations hastily adopted a hodgepodge of digital ca
113、pabilities and got by.As the post-COVID landscape continues to take shape and new customer demands arise,businesses need to overhaul and execute their digital CX strategy.It is easy to believe that simply having digital channels for customers is enough;in reality,it barely meets the standard expecta
114、tion.Both existing and prospective customers expect their virtual experiences to not just continue,but improve.As customers continue to embrace digital interactions in more areas of their lives,its paramount for businesses to provide a digital-first,customer-first experience.Now is the time to inves
115、t in and deploy human-centric technologies,services,and strategies that drive customer engagement and experience in a digital world.In fact,according to the IDC,global digital transformation spending will exceed$10 trillion in the next five years,with investments accelerating in 2023.CUSTOMER COMMUN
116、ICATIONS MANAGEMENT (CCM)IS THE BACKBONE OF CX Customer communications management solutions are critical to digital transformation.Solutions that kept you on par five,six,or seven years ago might not position you for success today or in the future.As you evaluate customer communication platforms cap
117、able of driving value via frictionless customer experience,there are several key factors to consider.CHAPTER 5:DIGITAL TRANSFORMATIONCRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 22When it comes to enterprise CCM deployments,a one-size-fits-all approach is not pragmatic.Every organization has uni
118、que needs and holds its own space on the spectrum of digital transformation.No matter where you are in your CCM adoption,CCM is even more powerful when combined with CX tools like customer journey management and omnichannel orchestration.(By the way,this is what we call CXMthe powerful intersection
119、of CX tools and CCM solutions to drive exceptional customer experience.)If you are looking for customer-first digital transformation that drives value,you need to invest in a CCM platform that incorporates or integrates seamlessly with these tools.The priority in 2023 is future-fitting your organiza
120、tion with human-centric transformations built strategically for a demanding digital world.Heres the tech stack that you need to procure:YOU NEED SOLUTIONS THAT:INTEGRATE EASILY WITH ADVANCED TECHNOLOGIES REDUCE IT WORKLOADS,EMPOWERING EMPLOYEES WITH LOW-CODE AND DIRECT USE CAPABILITIESFLEXIBILY EVOL
121、VE WITH YOUR BUSINESS NEEDS ITERATE AS TECHNOLOGY,SAFETY CONCERNS AND COMPLIANCE CONTINUALLY CHANGECHAPTER 5:DIGITAL TRANSFORMATIONCRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 23MAXIMIZE INVESTMENT,MINIMIZE TIME-TO-VALUE WITH MANAGED SERVICES As businesses race towards digital transformation,the
122、re is perhaps no better way to do more with less than opting for hosted managed services solutions.These tailored services enhance CX by powering interactive and compliant experiences at-scale for web,mobile and digital without the hassle of managing the application or its hosted infrastructure.Depl
123、oying hosted managed services reduces strain on your IT teams,who are freed to focus on other business initiatives,maximizing your investment while minimizing time-to-value.Quadients Jo Tyrer,SVP Customer Transformation,says that CX investments in 2023 will primarily be in technology that supports c
124、onsolidation,retiring of legacy platforms,and migration to cloud-ready or cloud-agnostic platforms.Technology that offers managed services and SaaS will also be key areas of investment focus,as businesses seek to deliver a premium customer experience without the heavy overheads of infrastructure.SEE
125、 THE POWER OF ANY-PREM CCM Lets say you implement a SaaS-only solution.A year later your vendor changes their SLA terms.Or maybe your CCM IP auditing requirements change.Or the requirements for data custody change.In any of these scenarios,youll likely need to quickly migrate work to a private cloud
126、,HMS,or on-prem solution that may,but likely will not,be offered by your SaaS-only vendor.Similarly,opting for hosted managed services to initiate implementation and reduce IT strain might make sense at first.But eventually you can successfully manage these capabilities in-house.Can you pivot for su
127、stained success?With any-premise CCM,you can.Any-premise software is a gamechanger in driving value today,tomorrow,and two decades from now.Its power is that it is uniquely designed to handle ANY project thrown at it;it enables growth at every stage,letting you scale up or down to meet your changing
128、 needs.Quadient offers the only any-premise CCM solution suite on the planet.Deployable on-premise,in the private cloud,as a hybrid,or as a hosted managed serviceits designed to solve your customer communications needs with unmatched flexibility,portability,speed,and scalability at every stage of yo
129、ur growth.DX-related IT skills shortages will affect 90%of organizations by 2025,costing over$6.5 trillion globally through 2025 due to delayed product releases,reduced customer satisfaction,and loss of business.IDC FutureScape:Worldwide Future of Work 2022 Predictions,Doc#US47290521,October 2021 Ga
130、rtner forecasts that the IT services segment which includes consulting and managed services is expected to have the second highest spending growth in 2023,reaching$1.3 trillion,up 7.9%from 2021.Gartner press release;Gartner forecasts worldwide IT spending to grow 5.1 percent in 2022;January 18,2022.
131、CRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 24THE FUTURE-FIT POWER OF ANY-PREMISE CCM TECHNOLOGYAs you look to update systems and optimize digital experiences in 2023,your real task is to design an integrated system that accommodates people in 2034.But how can you without knowing how demands wi
132、ll shift in the meantime?For year-over-year success,you need to design your system with flexibility to ensure that it will run on the platforms of the future.Regulations,technology,and business requirements will certainly change in the coming 10-15 years.CLOUD AND SAAS TECHNOLOGIESWere past the era
133、of replicating monolithic platforms in a SaaS environment.Cloud,security and risk,networks,and mobility needs have accelerated.2021 brought a growing need to break services down into sub-components and deliver more of a microservice approach towards communications management and customer experiences
134、 in a cloud environment that reduces silos and increases agility for distributed teams.International markets require solutions with flexible deployment s to meet their data privacy,security and data sovereignty requirements.Cloud reduces deployment time from months to just days or even hours and upd
135、ates software quickly and remotely,increasing productivity.End-to-end,cloud-based solutions better enable a remote workforce with the speed,control,and adaptiveness needed to drive quick digital transformation.According to industry experts like Gartner,investments in cloud native technologies will c
136、ontinue increasing beyond 2023,becoming the centerpiece of digital experiences.By the end of 2021,annual spending on as-a-Service cloud resources will reach$394 billion,with another$313 billion spent on the hardware,software,and services used to design,build,secure,and operate all these cloud enviro
137、nments(both public and private).By 2025,total worldwide spending on cloud services,the hard-ware and software components underpinning the cloud supply chain,and the professional and managed services opportunities around cloud services will surpass$1.3 trillion.IDC:Whole Cloud Forecast 2001-2005:The
138、path ahead for cloud in a digital world;Sept.2021;#US47397521 By 2023,over 75%of all customer communication management implementations will be cloud or hybrid solutions.Gartner Mar-ket Guide for Customer Communication Management,9 June 2021-ID G00746723-By Tim Nelms,Gene Phifer 43%of new corporate b
139、uyers in marketing and customer experi-ence expect to switch to subscription-based pricing in the years ahead.Aspire,The State of CCM-to-CXM Transformation,2019 Cloud-delivered secure access service edge(SASE)presents the fastest growth opportunity in the networking and network secu-rity market.As m
140、ost traffic from branches and edge computing locations will not go to an enterprise data center,CIOs and IT leaders will increasingly use SASE to secure the anywhere and anytime access needs from users and devices.Gartner estimates that in 2023,end-user spending on SASE will total$6.8 billion,up fro
141、m$4.8 billion in 2021.Gartner press release;Gartner says cloud will be the centerpiece of new digital experiences;November 10,2021.Global Cloud Revenue to Total$474 Billion in 2023,Up from$408 Billion in 2021 Gartner press release;Gartner says cloud will be the centerpiece of new digital experiences
142、;November 10,2021.CHAPTER 5:DIGITAL TRANSFORMATIONCRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 25CHAPTER 5:DIGITAL TRANSFORMATIONINDUSTRY INSIGHTS:INSURANCE Insurers will need to build digital ecosystems capable of processing virtual assessments,product offerings,payments,and claims in a secure,
143、timely,compliant,omnichannel manner.To make a successful shift towards a flexible ecosystem that generates value,insurers have to invest in their technical and organisational capabilities.Investment in partner-management capabilities,digital support service,and an agile team is vital to drive change
144、.On the technology side,insurers need a flexible,API-driven IT architecture to support fast integration and offer a seamless customer experience.API-driven platforms help insurers improve performance and lay a solid foundation for generating value through a digital ecosystem.Insurtechnews INDUSTRY I
145、NSIGHTS:HEALTHCARE For healthcare,this means improving(or switching)to virtual modalities of care,such as telehealth,to meet a 66%rise in demand percent,according to McKinsey.Cloud solutions can also support overhead reduction by reducing the costs of in-house IT demands while improving patient care
146、.Additionally,they can unify digital experiences,drive member engagement and present opportunities to bring new products to market.CRITICAL CUSTOMER EXPERIENCE INVESTMENTS IN 2023 26RFP AND INVESTING GUIDELINESEvery enterprise in the world isor should be amidst transformation.In the post-pandemic ag
147、e,exceptional customer experience is the number one differentiator for businesses.Todays customers are savvy and more demanding than ever before.The lowest price no longer earns loyalty.Their entire journey with you must be seamless,and aligned with their interests and preferences at every touchpoin
148、t.Despite being moreor even completelydigital,the customer journey also needs to be highly personalized.THE RACE TO ORCHESTRATE THE GREATEST CUSTOMER EXPERIENCE(CX)IS ONSo,how do you get race-ready and position yourself to win?Implement the most intelligent customer communications management(CCM),cu
149、stomer experience management(CXM)solutions,and processes that will accommodate your unique needs.Heres the thing you need to know as you start shopping for vendors:demos and fine print dont always tell the whole truth.Unless you have a colleague in the CCM business or have been through the wringer w
150、ith a different vendor,there are success-determining questions that you may not know to ask.And that is why weve created the APEX GUIDE TO CUSTOMER COMMUNICATIONS SHOPPING to give you insights into the questions vendors might not have answers for.From budget to customer success,rendering engine capa
151、city to scalability,this eBook offers questions crafted by CCM experts that can help you make the most informed,intelligent solution purchase.CHAPTER 6:RFP AND INVESTING GUIDELINESThe past two years have dramatically transformed the state of CX.The pandemic propelled us into the future overnight.As
152、businesses,we need to have more in-the-moment,digital interactions with our customers;the status quo wont bring future success.From digital transformation to employee and customer experiences,enterprises time to evaluate and accelerate organizational change to meet market trends is now.Quadient rema
153、ins committed to providing human-centric CXM solutions,services,resources,and support that will bring success in a new customer experience era.About QuadientQuadient is the driving force behind the worlds most meaningful customer experiences.By focusing on three key solution areas,including Intellig
154、ent Communication Automation,Parcel Locker Solutions and Mail-Related Solutions,Quadient helps simplify the connection between people and what matters.Quadient supports hundreds of thousands of customers worldwide in their quest to create relevant,personalized con-nections and achieve customer exper
155、ience excellence.Quadient is listed in compartment B of Euronext Paris(QDT)and is part of the CAC Mid&Small and EnterNext Tech 40 indices.For more information about Quadient,visit .Quadient and the Quadient logo are registered trademarks of Quadient group AG.All other company and product names may be trademarks and are the property of their respective owners.All information in this document,including descriptions of features,functions,performance and specifications is subject to change without written notice at any