What is the customer interaction layer?
The customer interaction layer is a way of working to better organize all interactions between customers and employees, including the necessary systems and processes. By modernizing your IT landscape, you create a good foundation for connecting the various systems and departments in such a way that it becomes possible to focus on an improved customer experience.
With the customer interaction layer you regain control over all systems, processes and departments that deal with customer interaction. This way you avoid your interaction becoming fragmented across different channels, systems, processes and departments. This will provide you with a good foundation Customer Experience Management (CXM) within your organization with which you can focus on excellent customer experience (CX).
You can think of the customer interaction layer as an air traffic controller that has to manage multiple flights (or multiple planes in the air) at the same time. All customer interactions must be managed properly, because ultimately customer experience and customer satisfaction must come first.
Why do you need a customer interaction layer?
How do you approach a customer interaction layer within an organization?
We get it: complex IT processes and incorrect or insufficient use of data ensure that everyone is not on the same page.
We help you step-by-step from problem to solution.
1. Recognizable challenges in customer interaction
Do you have dissatisfied customers due to long waiting times? Are you not communicating personally enough or does it still involve too many actions? Find out what challenges your organization faces when trying to improve all customer interactions.
2. Causes at companies
An email address change by a customer seems like a simple adjustment, but at the back all kinds of engines start turning. The IT department wants to store the data securely, the marketing department wants to use the data to provide an automated, yet personalized response in real time, and customer service always wants to have the most up-to-date data available. Each department has its own goals and this creates fragmentation.
3. The customer interaction layer
Larger organizations consist of multiple departments and use many systems and processes. There is nothing wrong with that, as long as you as an organization control it and realize mutual integrations. Systems must support employees and customers. Not the other way around. To regain or maintain control, you can add a customer interaction layer to your organization.
4. Customers for life
The customer interaction layer brings together all systems and processes that influence the interaction with your customer. This way you can offer real-time relevant experiences to your customer, your business processes become more efficient, you reduce your costs and you gain control over your customer interaction. And… you get customers for life!
to be able to focus on better customer experience and customer satisfaction.
for Customer Experience Management.
improve conversion, engagement, customer experience.
Merge data from different departments and source systems for a central customer view.
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Tip: with additional information we can help you in a more targeted manner.
