What is Customer Experience (CX)?

Customer experience is the perception a customer gains of a brand or service from all the dealings they have with an organisation, brand or service – from product quality to customer service, from digital or face-to-face exchanges to delivery and complaints. It’s the sum of all interactions between an organisation and a customer.

With advancements in technology and culture with platforms such as social media at customers’ disposal, good CX is now more important than ever. The news of bad customer experiences travels fast and negative attitudes can result in loss of business, lack of trust in services, and bad PR.

Citizen, tenant and consumer experience

This isn’t just about consumer facing brands whose customers have a multitude of choices. Customer experience is essential for all sectors: CX in the public sector is a powerful tool for achieving mission outcomes, increasing employee engagement, improving service delivery and building trust with citizens.

In the private sector, CX is a driving factor in encouraging customer retention, positive brand reinforcement and ultimately, repeated business.

Increasing customer expectations

Customers have increasingly high expectations and demands. Digital technology has helped to raise customer expectations partly because of the speed and convenience of online transactions and interactions, as well as a raft of self-service features which customers have no trouble using.

With the increasing availability of new, innovative technology services have become almost instant. The standard of customer expectations are now higher than ever. Quick resolutions to problems through a diverse range of communication channels are not just vital from a business operation perspective, they are expected by the customer.

Customer expectations and businesses that paved the way:
Paypal transformed how we pay for things; Amazon have reset customer expectations about convenience; Uber and Deliveroo mean we expect everything instantly; Apple changed the game in customer service.

Making the case for investment

Getting to the Root Cause

FourNet’s CX consultancy offer a free-of-charge diagnostic that enables our clients to not only better understand the root cause of their current customer contact, but design a new operating model to enable them to better manage this contact in the future.

This is important for many reasons, but most importantly it focuses on processes and technology that enable their people to manage the most important customer engagements better and shift unnecessary contact into digital channels.

The end result of this is a reduction in cost and an improved CSAT score, leading to lower churn and increased revenues.

Why Choose FourNet?

Our background and experience is rooted in the contact and data centre, delivering on countless digital transformation projects for our customers.

Working with some of the most secure, critical and commercially driven organisations in the UK; we understand that ‘good’ customer experience means different things for all organisation and the steps to achieving it can change.

We can help you deliver a digital transformation strategy for your CX, improve your XCaaS and infrastucture security.

Our Customer Experience Approach

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The Benefits of CX Transformation

Here’s is a short clip from Oliver Bareham, our Head of Customer Experience, discussing the latest challenges in digital transformation and the difficulties of getting it right.

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