Get closer to your customers using digital CX

Digital CX allows companies to get closer to their customers than ever, meaning they can provide holistic customer service to provide them what they need, before they realize they need it.

For our business, digital customer experience spans the entire spectrum, which can be highlighted by our live use cases. For example, if a customer crashes their car, they no longer have to call the firm to ask for a surveyor to be deputed immediately to the site of the crash. In the age of digital CX, they can instead take photographs of the car and upload them using our mobile app. By leveraging machine vision, our AI engine assesses the image and conveys the claim payment in a matter of minutes, and once the customer has given consent, the money can then be transferred to the customer’s bank account.

If a client is in hospital, our virtual relationship manager can take on the task of navigating the complex administrative landscape in terms of bills, reports, procedures. A recent NPS survey on the virtual relationship manager initiative resulted in a score of 90 without a single detractor.

Below are the digital CX trends that are shaping our business and the face of customer experience.

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Consistent omnichannel experience

Since a cornerstone of CX is choice, it is important to ensure that we go beyond mere availability of an array of channels to also ensuring that the experience across all these channels is uniformly good.

Weaving digital experiences into customer journeys

This is best illustrated with a live use case of ours. When a customer clicks on Google Maps to locate our branch, a bot pops up asking them if they sought service can be serviced digitally, thereby eliminating the need for the trip to the office by offering them digital customer service.

Device-agnostic experience

Since customers use a plethora of devices (smartphone, desktop, laptop), the experience across all devices has to be seamless. The days of using mobiles for easy transactions and the desktop for complex ones are increasingly becoming over.

Hyper-personalization

As the customer footprint becomes increasingly digital, the sheer availability of voluminous data lends itself well to a scenario wherein firms can scale up hyper-personalized customer service even as they customize.

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