Customer experience (CX) automation refers to delegating predictable, repetitive tasks from white-collar workers to specialized software. Automating tasks related to customer experience involves defining a task and understanding the inputs, results, and method needed to process the data. However, managing customer expectations for great experiences can be time-consuming and expensive. Today, a good customer experience means consistency across all channels: websites, SMS, chatbots, social media, customer service center interactions, and much more.
Automation helps simplify and streamline processes that have a direct impact on the way customers interact with and experience a brand. It can also unlock an organization's potential to improve the customer experience across channels. Naturally, everything you do at CXA should have a positive effect on the customer experience, both by helping to boost customer service efficiency and by providing memorable experiences through personalization. Customer Experience Automation (CXA) allows companies to improve the customer experience by using automation tools, such as AI chatbots or automated email campaigns.
Customer experience automation can help you collect the data you need to deliver truly personalized customer experiences, as well as provide the tools needed to actually deliver them. Tools such as Grohawk and Retently have developed platforms that allow us to collect customer feedback and measure scores such as NPS and CSAT over extended periods of time. These improved experiences will result in increased customer satisfaction, as well as the likelihood that people will recommend your company to others. Asking customers to make an offer at the end of a service is a great way to be aware of the quality of the services you offer and the experience they have had.