In the midst of today’s bustling and intricate business landscape, deciphering the ever-evolving wants and needs of customers can feel like navigating through a maze of noise and complexity. However, creating an omnichannel customer experience program can make this easier than you might think. At Pearl-Plaza, we are dedicated to delivering tangible business value and bolstering your bottom line through a comprehensive integrated CX approach.
Pearl-Plaza drives business value and grows your bottom line by creating an omnichannel customer experience through an integrated CX approach using patented, best-in-industry AI technology and strategic expertise and services to help your business make sense of all types of data points from across the entire customer journey.
We aim to excel in assisting businesses in taking actionable steps that yield quantifiable and positive outcomes from their customer experience programs. We understand that in today’s highly competitive landscape, it’s not enough to merely collect data; it’s about transforming that data into actionable insights that drive results. This integrated CX strategy synthesises the strengths of cutting-edge technology and our wealth of experience and knowledge.
Using this omnichannel customer experience strategy, you can drive your business towards a more customer-centric, data-driven future where every action you take is informed and geared towards enhancing the customer experience while delivering measurable business success.
What is Integrated CX
Integrated CX is all about harnessing the power of data, technology, and expert service to help companies unlock valuable insights so they can take action to drive measurable outcomes for their customers. It’s creating an omnichannel customer experience by seamlessly bringing together a wealth of information, utilising cutting-edge technology, and providing top-notch service to reveal the hidden gems within your customer experience. By merging these elements, Integrated CX empowers businesses to make informed decisions, improve customer satisfaction, and drive success in an increasingly data-driven world.
How Does Integrated CX Work?
Integrated CX creates an omnichannel customer experience by focusing on three key drivers that help businesses improve their bottom line. The three most important are:
- Integrated signals: Bringing together the voice of customer data and non-customer data across the full customer lifecycle from surveys, chats, reviews, calls, etc
- Integrated Insights: Delivering both leading technology and strategic expertise to deliver business insights that lead to ROI
- Integrated Action: Eliminating the silos that exist in many companies, facilitating a coordinated, data-driven approach to prioritising action
These three pillars of integrated CX help deliver an omnichannel customer experience that drives sustainable growth and customer loyalty. With each pillar, there is more than meets the eye. Let’s dive deeper into each one to explore how Pearl-Plaza achieves omnichannel customer experience through integrated CX.
GUIDE
How to Build Your Integrated CX Program
How to build and implement a fully-stacked integrated CX program that stands at the forefront of today’s business evolution.
Integrated CX Pillar #1: Integrated Signals
Pearl-Plaza’s first pillar of an omnichannel customer experience is achieved by integrating Voice of the Customer (VoC) data and non-customer data across the full customer journey by leveraging all forms of customer feedback channels.
In order to be successful in today’s business environment, you need to do more than just send out a survey to your customers. You need to be collecting data from surveys as well as social, reviews, online chats, call scripts, and more!
Let’s look at an example! Imagine a customer named Sarah. Sarah frequently shops at an online clothing store. After her most recent purchase, she reported that she was “extremely dissatisfied” with her experience in a transactional customer experience survey. If you were to just stop there, you wouldn’t know why she was dissatisfied.
However, if you were to look at her online chat data, you can see she was inquiring about getting the number to contact a customer service representative because her product was lost in shipment to her home address.
Furthermore, if you were to look at her purchase history, her purchase was actually a repurchase of a product she had rated 5 stars in the past and described as “the most comfortable shirt that I own.”
Based on these insights from multiple feedback channels, this retail brand can make sure Sarah’s order reaches her home address, give her product recommendations based on her past reviews, and contact the distribution department to make sure mistakes like this don’t happen in the future!
Sounds too good to be true? Wrong! Check out how Foot Locker partnered with Pearl-Plaza to create an omnichannel customer experience program and boost their customer experience.
Integrated CX Pillar #2: Integrated Insights
This unified view of data serves as a powerful compass, guiding your organisation toward faster, more impactful action. With all your customer data neatly organised and accessible in one place, the once overwhelming task of deciphering customer sentiments, behavior patterns, and preferences becomes a streamlined process. This puts you on the right track to creating a complete omnichannel customer experience program.
Our best-in-class AI technology helps you sort through large amounts of customer data and identify key trends such as customer preferences, areas for process improvement, and potential pain points in the customer journey. This technology acts as your data detective, tirelessly sifting through mountains of customer data to uncover hidden gems of information. It identifies critical trends that may have previously flown under the radar. This data-driven clarity empowers your organisation to make informed decisions with confidence.
Alongside this technology, our seasoned customer experience experts help you analyse this data and derive action from these insights. Their expertise lies in understanding the nuances of customer feedback and behavior, translating raw data into strategic actions that can directly enhance the customer experience, and creating an omnichannel customer experience program.
Integrated CX Pillar #3: Integrated Action
We recognise that in the complex landscape of modern business, information and insights are frequently trapped within separate departments, leading to inefficiencies, missed opportunities, and keeping you from creating an omnichannel customer experience program. Our goal is to bridge these gaps by giving you your prescription for organisational silos. This will not only help you create a more effective omnichannel customer experience program, but it will also drive financial results.
By eliminating these silos, we enable different teams and departments to work together seamlessly. This collaboration is based on a foundation of shared data and insights, ensuring that everyone in the organisation is on the same page when it comes to understanding the customer journey. When marketing, sales, customer support, and other departments have access to a unified view of customer data, they can use that omnichannel customer experience data to make more informed decisions and take actions that are in the best interest of the customer and the company.
Our approach is not just about fostering collaboration; it’s also about making these actions data-driven. By analysing customer feedback, behavior, and preferences, we empower organisations to prioritise their efforts effectively. This means focusing on the initiatives that are most likely to drive positive outcomes, whether it’s reducing churn, increasing customer satisfaction, or boosting revenue.
Learn More About Integrated CX
For a deeper understanding of the benefits and intricacies of integrated CX, explore our comprehensive resources. Discover how omnichannel customer experience strategies can drive sustainable business growth and customer satisfaction. You can also dive into case studies, whitepapers, and expert insights to gain valuable knowledge on how to leverage this cutting-edge approach to enhance your bottom line. Learn how you can uncover the power of integrated CX and transform your business into a data-driven, customer-centric success story!
