PwC Greece participated in the CX Summit international online conference, held for the second year on Thursday, January 27, 2022, with 25 speakers from 11 countries. The event brings together market executives and businesses, focusing on the latest developments in customer experience (CX).
o Dionysis Zivas, Customer Transformation Leader of PwC Greece, during his speech, pointed out: “CX is part of a broader, strategic process, Customer Transformation, and finds application in a variety of business sectors (such as retail, banks, health structures and insurance) but also in different business models (B2B or B2C). make the CX a dynamic process that requires vigilance and flexibility. “
In order for organizations, public, private and health, to differentiate and build relationships of trust with the public, they must first adapt their actions to the new habits imposed by the rapid adoption of technology, which compose the profile of the interconnected customer, citizen, consumer.
To this end, companies need to invest in “smart” technologies, taking into account the ways in which they will serve the fundamental aspects of the customer experience, ensuring Speed, Ease, Consistency and Friendliness at all points of contact.
The equation should not lack the human factor and its interconnection with technology in order to achieve an authentic, personal interaction. In this pursuit, the employees have the first say. It is important for companies to facilitate their work by providing the tools and training they need to provide truly personalized customer service.
Summing up, D. Zivas stated: “The transformation process is based on a holistic approach guide based on six fundamental steps: a) identifying and describing the customer needs, b) mapping the customer journey, c) comparing between the provided and the desired customer experience, d) setting monitoring indicators e) the active participation of the people of the organization and f) reviewing and reviewing the whole process.Especially the last stage it is important for the organizations to deal with it transparently and boldly to make the necessary revisions to stay competitive. ”
Source From: Capital
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