CX mastery series: How you can push for CX excellence.

CX is an unforgiving landscape. And it’s only getting harder.link to this section

CX is struggling—hard. And it’s only getting worse. With the effectiveness of experiences sitting at 64% and ease of experiences at 66%, both are down from last year. And with expectations at an all-time high, the CX industry is challenged to keep up. So, what can you do to buck the trends and improve CX for your customers?

Jess Greenwood, the Customer Satisfaction Manager at Accu, shares her take on CX and how adopting the 8x8Ⓡ Platform for CX has helped her deliver great CX at scale.

Stop complacency in its tracks and strive for better.link to this section

No one wants to be complacent. It just kinda happens. This slippery slope comes when there are too many things, too much to manage, and good becomes good enough. So how do you fight against that?

When asked how she constantly pushes to be better, Jess gave the example of Accu’s NPS and said, “Our NPS is 77, which is already world-class. But we don’t want to just be happy with 77, so we will be striving to achieve a score of 80 by the end of the year. Instead of being satisfied with good, we’re asking how we can improve even more.” Watch the first episode of the CX Mastery series to hear Jess speak to her methods, secret sauce, and relentless drive to push the boundaries of CX.

Retain stellar CX talent.link to this section

Most businesses today struggle with recruiting and retaining star agents. With CX at the forefront, having top talent to assist your customers is paramount to their experience. To solve the talent gap and incentivize your staff, it’s important to provide stellar experiences. Surveying your agents to determine what changes to implement will improve their working lives.

During the fireside chat, Jess provides insight into how she manages and improves the employee experience for agents at Accu, saying, “The main thing is to make sure we invest in our staff to make sure they feel valued.” She further says, “A strategic objective at Accu is that we report monthly on our performance. This ‘happiness index’ focuses on how our employees feel.”

Modernize your tech to stay ahead of your competition.link to this section

Given CX worldwide expectations are higher than ever, the impact technology has on CX plays a role in why digital initiatives continue to be the #1 priority for company boards. Choosing to upgrade to a modern CX solution provides optimal technology to improve your operational efficiency, system complexity, regulatory consistency, and reliability while still supporting a seamless CX experience. Without the tech update, you risk your competition sailing ahead, something no business wants to stand by and let happen.

But what makes a modern CX platform the “right” choice for your organization? That is dependent on your business. For Accu; Jess says “We wanted something that was more technologically advanced, that also provided features and benefits we could use to improve efficiencies.” Hear more about the details of the CX platform modernization (and what made 8x8 the right choice for Jess and her team) in the fireside chat between Accu and 8x8.

8x8 is your guide to great CX.link to this section

With CX lagging behind customer expectations more than ever, customers like Jess are on the lookout for a solution to close the gap. Use AI-integrated technology like 8x8 to boost your CX. By changing up the tools you use to enhance CX, you can grow your brand loyalty and customer satisfaction exponentially.

Jess selected 8x8 as her trusted industry advisor to shepherd Accu into a new phase of their CX journey. She even said, “It was obvious straight away that it was the platform we wanted. The demo highlighted exactly what we needed out of a CX Platform.” From connecting with 8x8, Jess was able to see exactly what her customers could experience on a daily basis, saying, “8x8 made it easy to build a great relationship with them with daily communications and a clear timeline to manage expectations.”

Watch the CX Mastery fireside chat to learn more about 8x8 as your trusted industry expert on CX.

So, what’s next?link to this section

We’re not stopping here! Check out the next session in our CX Mastery series to help you shatter barriers and level up your CX game.