{"id":9085,"date":"2020-10-29T09:31:00","date_gmt":"2020-10-29T09:31:00","guid":{"rendered":"https:\/\/dialoggroup.eu\/?p=9085"},"modified":"2023-05-19T22:24:08","modified_gmt":"2023-05-19T21:24:08","slug":"why-your-organization-reacts-too-slowly-in-customer-interaction","status":"publish","type":"post","link":"https:\/\/dialoggroup.eu\/why-your-organization-reacts-too-slowly-in-customer-interaction\/?lang=en","title":{"rendered":"Why your organization reacts too slowly in customer interaction"},"content":{"rendered":"
[et_pb_section fb_built=”1″ fullwidth=”on” _builder_version=”4.16″ global_colors_info=”{}”][et_pb_fullwidth_header title=”6 Practice based advices” subhead=”Based on concrete observations and experiences” _builder_version=”4.17.6″ title_level=”h2″ title_font=”||||||||” title_font_size=”40px” title_line_height=”1.4em” global_colors_info=”{}”][\/et_pb_fullwidth_header][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.16″ global_colors_info=”{}”][et_pb_row _builder_version=”4.16″ custom_padding=”4px|0px|27px|0px|false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.17.6″ text_font=”||||||||” global_colors_info=”{}”]<\/p>\n
Many of the articles I read about customer experience are about topics such as the customer journey or customer experience. Everyone measures and analyzes customer satisfaction. Still, in practice (both as a private person and as a businessperson) I often see quite a disconnect between what companies would like or think to deliver and what they actually deliver in the field of customer interaction. I get entangled in dead-end chatbots, the transition between departments and systems of companies or I have to fill in my data 3 times in a process. Apparently not every company succeeds in putting the intention of a frictionless customer experience into practice.<\/p>\n
I see three main causes towards being able to respond quickly to the market and changing customer demands that I describe: complexity within organizations, complexity in the (legacy) IT landscape and problems with data quality.<\/p>\n
In the document below, I discuss the first two issues and give 6 tips, also based on concrete observations and experiences at Dialog Groep.\u00a0<\/span><\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row module_class=”custom_row” _builder_version=”4.16″ global_colors_info=”{}”][et_pb_column type=”4_4″ module_class=”second-on-mobile” _builder_version=”4.16″ custom_padding=”|||” global_colors_info=”{}” custom_padding__hover=”|||”][et_pb_text _builder_version=”4.17.6″ global_colors_info=”{}”]<\/p>\n Many large companies often have a complex organizational structure, many different processes and despite Agile working methods (too) little power to change. This makes it difficult to implement new solutions or new processes. Especially the internal contradictions between Business\/Marketing (focused on the customer and rapid changes) and IT (focused on the status quo due to security and compliance requirements) underlie this.<\/p>\n In addition to the above organizational complexity and internal conflicts of interest, mostly IT but also business capacity, is lost in maintaining complex and sometimes outdated systems. These systems are badly needed to maintain the business, but difficult to combine with the desire of business users to respond quickly to changes in the market.<\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.17.6″ global_colors_info=”{}”]<\/p>\nComplexity of organizations and IT landscape as a stumbling block<\/strong><\/h2>\n
How can you accelerate?<\/strong><\/h2>\n