There are several challenges affecting most businesses. Some of the challenges include the following:
1. Challenges affecting most businesses: Data accessibility
Many companies struggle with data organization—and that assumes that all companies even have access to data from all aspects of the company.
The truth of the matter is that most businesses don’t have access to the data that they need, and even if they do, 95% of surveyed businesses need to do a better job managing their unstructured data.
How can you improve something if you don’t have access to the current data? It’s like trying to give your friend directions to your favorite restaurant in a big city where you lived a decade ago but haven’t visited since. A lack of data is one of the most limiting things that teams can experience when it comes to innovating customer experience.
2. Challenges affecting most businesses: Little company investment
Despite the fact that 80% of companies aspire to be leaders in customer experience, currently only one in five is delivering great (or even good) experiences, according to their customers.
Oftentimes, this is because it can be difficult to get momentum behind initiatives that require more effort to prove the ROI. It’s possible, but it’s not as cut and dry as other business propositions.
Also, when asked why CX was so hard to get investment for, 48% of people surveyed cited “lack of understanding and sponsorship” as being a significant issue. So, it’s not that companies don’t want to move forward with CX strategy, it’s that they don’t know how to.
It turns out that 70% of all customers would prefer to find their answer on a company’s website, rather than reaching out via email or phone. It makes sense, right?
People want to feel empowered, rather than hung up waiting for an answer on a timeline that they don’t have insight into.
Unfortunately, though, the challenges associated with searching for or through documentation actually account for 21.3% of productivity loss. How many times have you found a doc that you think answers your questions only to discover that all of the images are out of date, or the text refers to a feature that no longer exists?
AI, bots, customer sentiment and a number of other neat functionalities can help boost customer experience—if they’re given the opportunity. Surprisingly, only 19% of companies globally have tried a new tool in the past five years. A majority of teams are using old, outdated tools that don’t reflect the myriad of amazing advances we’ve made in technology over the past half-decade.
There are so many interesting and innovative things that companies are doing nowadays to benefit their customers—oftentimes thinking hugely outside of the box. While you don’t need to do everything totally fresh and new, it can help to shake up your customer expectations. Trying exciting things differentiates what you offer from what everyone else offers. So, what’s the best way to look outside of your comfort zone for new tools?
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