How to Grow your tech stack to meet your CX efforts.

As a number of new tools continue to grow on the market, it has become more critical than ever to invest in the right tech stack. How will you know that which technology is best for your business? It depends upon the maturity of your consumer experience processes.

Technology is changing like seasons. We get to know what’s rolling in, and while adapting to it, any last-minute trend dazzling consumer experience jitters standard methodology. With Metaverse and Web 3.0 just around the corner, the consumer experience will reach its breaking point. How do you survive it? Your company’s priority to CX and the level of investment to improve internal operations will be a rationale for success.

Any experienced led startup or enterprise operating on Journey management. You need to understand your consumers walk through your product to know how much they are connected. With this, you can prioritize the right opportunities to add to customer experience. If you know your consumers well, you can quickly choose the ideal tech stack to scale your business needs.

What does CX mean?

 CX stands for customer experience. But if you want to know the definition, it is the customer expectation from your business, how you interact and treat them. It can also build a perception of how they feel about your business.

To be sure, how important is CX? According to Forbes, it was bound to become the leading brand differentiator by 2020, effectively becoming a far more critical metric than product and pricing.

Need to increase customer retention? Your CX is directly linked with managing your brand loyalty. Data shows customers with positive CX are 54% more likely to make a purchase, and 5% of the new customers are from referrals of loyal customers. So make sure you get to make enough brand fan following.

Three Common Pillars to CX

Blue Pill or Red Pill? Blue one, you keep going. Red pill, you want to know how to improve your consumer experience. Sure about it? No matter which tool you pick, you need to know these three rules serving as a foundation for many startups and enterprises offering legendary consumer experiences. Here’s the FOMO,

• They have a strategic structure for their transactional data (conversion, revenue, volume) to map their consumer journey
• They use data platforms, yeah! You’ve got it right. With Big Data at hand, nobody has a wizard to predict. Customer satisfaction metrics, known as CX metrics, help you from losing your customers and revenue.
• Too many cooks spoil the broth! Every successful business uses one source of truth for its CX.

How do you exactly know what your CX maturity level is? Let’s get you through the mastery of journey management, and you will get to know at what level you are and how much you need to work. For your convenience, we are listing some tools that can get on board immediately to assist you in steering in the right CX direction. Avengers assemble! 

 Level 1: Intuition Driven

The majority of startups are indeed developing their consumer journey on a hunch. It’s probably one of the reasons that many startups are failing. Do not fear experimenting with new tools. When no one is storing customer insights systematically, it’s an opportunity for you to take an edge over your counterparts. Start with essentials and document everything you do and how you do it.

 1- Source of Truth: PowerPoint, Excel, and Miro are good to use When the customer journey is not yet complicated.

 2- Data: There is much data to handle. Teams like Apple and AutoZone use tools like Qualtrics.

 3- Structure: It’s an early stage. So many startups are either using Silo or are categorized in departments.

Level-2: Introducing Process

 When you aim to become a better choice for your consumers, you provide better services to your consumer personas. It is no more dart game with the journey insights, and you can hit targets with a plan. But mind you, it may become messy. If teams use different tools, the bombardment of information could be misleading.

1- Source of Truth: You can use PowerPoint, Miro, Excel with other journey mapping tools.

2- Data: It all depends on what you are hunting for at this stage. But the typical pattern is to use Qualtrics to measure CX, Google Analytics for transactional metrics, and consolidate results with tools like Power BI. Present your insights in PowerPoint or store them in Dovetail repository.

 3- Structure: As the company grows, startups mostly decide to build on Silos in meetings.

Leve1 3: Journey Driven Workflow

 Your business now has a roadmap based on customer journey, and you need to keep track of opportunities and progress. Ideally, you should have a framework to standardize your consumer journey at this stage. Here’s how you can connect your internal operations with your customer journey

1- Source of Truth: That’s where the consumer journey becomes critical, and the team needs to make a big move to use Customer journey management with DIVSYNC

2- Data: With Qualtrics and Google analytics already on board, it is safe for teams to add CRM like Salesforce for measuring transactional metrics and integrate them into internal operations.

 3- Structure: Strategy in place and set up with Journey Management System (By DIVSYNC), introducing a way to engage consumer expectations and business goals.

Level 4: Companywide Framework

You have a customer journey framework in place, and everyone in your company speaks the same language your consumer thinks. But some teams may still be focused on their stage of consumer experience.

 1- Source of the truth: At this point, it’s crucial to have a journey hierarchy system in place

 2- Data: Teams should use Qualtrics, Google Analytics, and a CRM like Salesforce. From here, you can easily make blueprints for a fabulous consumer journey. With the help of Data scientists on board at DIVSYNC, you can now connect customer behavior across channels.

3-  Structure: The entire journey is connected around one framework; this connects product teams and Agile ensuring that the epics and journey are in place.

 Key Takeaway

You now have your custom CX dashboard that becomes your brand voice, and no other business works along the same lines. Your entire teams understand your consumer journey. At this point, you need to carefully continue to scale and keep a tight check on consumer feedback.

 It is difficult to manage teams around the consumer journey, But rest assured no need to risk your business profits and reach out for any help to DIVSYNC; We would love to learn from you.