Unlocking the Power of CX Solutions: What Every Business Needs to Know 

Today‘s customer no longer just wants a transaction; they want connection, personalization and value. With the expectations rising, businesses are increasingly resorting to Customer Experience (CX) solutions to keep up and to hold customers for now and forever.

So, Why is CX so powerful, and in what ways can it catalyst growth?

CX Meaning: More Than Just Customer Service 

Before diving into solutions, let’s clarify: What is CX? Customer experience (CX) is all the interactions a customer has with a company over time. That range from awareness, browsing, purchase, sale, and after-sales support, CX journey includes all these touch points. CX is about the entire experience — rising to or exceeding the level of customer expectations step by step.

In business, CX is a great tool for making brands more attractive, retaining customers, and even boosting long-term growth. It is something that is an organization-wide responsibility impacting the entire spectrum of marketing to customer support to logistics. Enhancing CX benefits businesses by winning customer loyalty, and occasionally providing them with a significant competitive advantage.

The Role of CX Solutions in Modern Business 

Now that we understand the meaning of CX in business, the question becomes: How can they improve it for business? It’s here then that CX solutions come to the rescue. Customer experience solutions are the strategies, tools, and technologies for a seamless, enjoyable customer journey. These include digital platforms that streamline interactions, personalization tools that personalize experiences, and customer feedback systems that feedback to improve.

Real-world examples show the impact of well-executed CX solutions: 

• Amazon: Amazon is known for its customer-focused approach to optimizing the experience of shopping at each stage using the tools provided by CX Solutions. Personalized product recommendations, and one-click purchasing, are Amazon’s focus on convenience, delivering loyalty and repeat purchases. In 2022, Amazon was deemed America’s most trusted brand in terms of CX, with just over half of respondents (88%) describing their experience as excellent.
• Airbnb: Airbnb uses AI-derived personalization to customize the search result according to user preferences and related user interactions to create a more personalised booking experience. Airbnb has recently completed a survey—claiming that it has increased customer satisfaction by 20% and reduced booking times by 40% after implementing its AI-powered CX solutions.
• Sephora: Sephora is able to create a seamless journey with its customers by running an omnichannel strategy that combines online and offline experiences. Digital resources available to in-store customers let them search product reviews and find items, and online shoppers see personalized recommendations based on shopping history. The holistic approach to these problems led to an improved customer retention rate for Sephora by over 15% year over year and ultimately showed the power of putting together a cohesive CX solution.

Why CX Matters: The Shopper Experience Solution 

CX is particularly important for retailers. In an age of online shopping competitors there’s so much choice that shoppers are more likely to remain loyal to brands that provide a smooth and pleasurable experience across multiple channels. A shopper experience solution brings the digital and the in store experiences together in a cohesive journey regardless of which of the two occurs.

Data supports the impact of an optimized CX on shopper loyalty: 

• According to Salesforce’s 2022 CX Report, 76% of customers will leave a brand after just 2 bad experiences. The takeaway from this is that a shopper experience solution must offer frictionless interactions that are personalized.
• Nike: Customers are able to join in and create a space for it through its direct to consumer, as well as Nike app personalized offers, exclusive content and create a sense of brand loyalty and community. A 45% increase in sales from the Nike App shows that personalisation in CX can drive customer engagement and growth for the brand.

CX Operations: Streamlining Customer Interactions 

The organizations implement effective CX services only if it follow well-structured CX operations. These are the processes internally that support becoming more customer-centric (team training, technology integration, collaboration across silos, etc…).

For example: 

• What Zappos is famous for is its excellent customer service through its intensive employee training programs with proper embedded CX values. Zappos has been able to keep one of the highest customer loyalty rates in retail by empowering employees to go above and beyond. This promise to CX operations is guaranteed that every interaction will be a delight to their customers.

Measuring Success: ROI of CX Solutions 

CX solutions have a high ROI. A study by Temkin Group finds that companies making $1 billion earn an additional $700 million in revenue on average within three years of investing in CX. CX delivers huge returns through the power it has on customer retention, lifetime value, and bringing on new customers, all parts of positive word of mouth. In today’s market, a strong CX program is an asset, and not only alleviates churn, but also increases the likelihood of upselling and cross-selling.

Some industry-specific examples highlight these results: 

• Financial Services: Financials whose CX is prioritized enjoy as much as 20 percent in cross-selling rates due to improved customer trust and satisfaction, says Forrester.
• Telecommunications: After improving their CX, AT&T found that they were able to reduce churn by 10%, and estimated that this equated to the addition of over $1.3 billion in annual revenue. AT&T’s CX investment directly benefited its financials by delivering excellent service and decreasing frustration in customer interactions.

Final Thoughts: CX Solutions as a Business Imperative with Antlere 

There’s no doubt CX isn’t a buzzword. But it’s also a business imperative. Investing in CX solutions goes beyond meeting the customer expectations of today, it sets the business up for success in the future. When done right, CX gives companies a serious advantage in a market that has recently become very crowded.

In that case, that’s where our Antlere XM comes into the picture. With Antlere, your CX growth engine is operationalized and works seamlessly only with your operations to improve every customer touchpoint. Capture real-time feedback and personalize interactions all on one unified platform that’s ready to scale with your business growth.

When CX is done well, it is built on delivering those positive, memorable experiences that endure trust and loyalty. Customer expectations will continue to grow, and having a good CX strategy, but supported by good CX solutions, will be essential to sustaining long term success. Antlere does not only stay in today’s standards, with Antlere you create the roots for sustainable growth and innovation of tomorrow.