Most Successful Businesses Focus On Total Experience: Avaya Study

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Seventy-one percent of businesses with good Total Experience scores and 74% with good interaction strategies are more likely to have the right customer insight technology

Avaya announced results of an online market research survey conducted by IDG Communications indicating the most successful businesses recognize customer-centricity involves an interconnection between Customer, Employee, User, and Multiexperience. While companies often develop the right strategies, the best customer outcomes occur where tools and strategy intersect and focus on this interconnection to deliver a superior Total Experience.

According to the findings, most companies believe customer experience is an intrinsic part of their brand and it’s everyone’s responsibility to uphold within the organization. They also agree that a good customer experience includes empowered employees (Employee Experience) 82%; memorable, personalized interactions in moments that matter (Multiexperience) 83%; and the interaction of humans, data, and technology (User experience) 83%. Just over half (59%) of the respondents indicate they are performing adequately on each of these aspects of the Total Experience.

Unsurprisingly, customer-centricity correlates with good experience and communications strategies, yet only 60% say they have a cohesive customer interaction strategy. Most companies employ the standard customer support tools and platforms, such as email, phone, and social media. Those who scored higher in Total Experience empower employees with newer tools and platforms (messenger platforms, video chat, chatbots, and virtual assistants) that simplify support and transform customer experiences. They also utilize more complete analytic tools.

Seventy-one percent of businesses with good Total Experience scores and 74% with good interaction strategies are more likely to have the right customer insight technology. In fact, 97% of businesses say employees empowered with the right technology can transform customer experiences. The right communications and collaboration tools empower everyone. Offering customers and employees a broader communications solution allows everyone to communicate in a way that meets their needs.

“A monolithic, one-size-fits-all approach doesn’t meet the wide range of needs businesses and their constituents have. When companies intentionally combine customer, employee, user and multiexperience thinking, they elevate everything these approaches can achieve on their own – enabling them to deliver exactly what’s needed at every interaction. Avaya OneCloud is a Total Experience platform that lets you compose the experiences that each moment demands—for customers and employees alike,” said Simon Harrison, Senior Vice President and Chief Marketing Officer, Avaya.

Avaya OneCloud CCaaS makes it easy to connect everything; voice, video, chat, messaging, and more, to deliver effortless experiences for customers and employees at every touchpoint, enabling businesses to provide a Total Experience.