Consider the role agile can play in CX for your business

Ashley Sava

Businesses have been creating new capabilities to advance efficiencies and experiences for years. Most of the time, such changes take months or even years to implement. In the wake of COVID-19, organizations have had to respond to pressing needs much faster. Practicing agile CX, (whether or not companies realize they’ve been doing this), has saved many organizations from critical business loss. 

The ability to adapt faster, evolve work methodologies and upgrade processes isn’t an option anymore: it’s an absolute necessity. So how can you start practicing CX agility in your industry?

Know there is nothing certain but the uncertain

Whether today’s reality is a temporary or a permanent one, all industries have become painfully aware that they need to be prepared for anything and everything. The companies that were able to most gracefully bounce back from the crisis were those who could execute new plans and strategies with confidence and timeliness. Agile customer experience cannot be delivered without strong leadership and thoughtful planning. Lack of direction, not lack of time, is the real problem. We all, after all, have 24-hour days.

Deliver value to customers in an efficient way

For agile to be successful, frequent interventions and collaboration across all teams are necessary, as well as an agreed upon test-and-learn culture. Agile CX goes far deeper than executing quick fixes. In fact, performing the quick fixes in order to appease customers who provided feedback or suggestions might not have an enormous impact on CX in the long run. On the other hand, an agile approach to CX to develop and launch small changes that, when integrated, have a cumulative big impact for customers, can seriously improve your CX.

If your CX is agile, the improvements are relatively easy to implement and the benefits can be seen almost immediately. Rather than spending months or years on all-encompassing customer transformation programs, you will perform small trials and experiments, observe the results of those experiments and make decisions based on that data.

Harmonize customer-centricity and agility

An agile business mindset helps businesses accomplish powerful customer centricity. Continuous customer listening and regular sharing of valuable insights can keep the wheels turning across all facets of the business. Collaborative cross-department teamwork is best accomplished when businesses take advantage of customer listening solutions to ensure they don’t miss a single customer interaction. Tethr, for example, is a listening solution that makes it incredibly easy to combine CX insights from conversational data with operational and outcome data in other systems, allowing teams to nail down the highest sources of customer frustration and effort with insights that can be immediately acted upon.

Remember to only focus resources on initiatives that deliver perceived value for the customer.

Adapt or lose

Flexibility, speed and quality are all great points to keep in mind while implementing a more agile customer experience. The more practice your organizations gets, the better equipped they will be to handle changing priorities in the future.

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