Key Challenges to Customer Experience (CX) in 2022

Let’s take a look at the five key challenges to CX and the ways in which they can be overcome to deliver exceptional experiences and win customer loyalty: 

1. Organizational Data Silos
2. Achieving a Centric Culture Culture
3. Outdated CX Analytics Tools 
4. Effective Personalization for all Customers 
5. Prioritizing Customer Pain Points

(1) Combatting Data Silos

A key challenge to the customer experience is posed by organizational data silos. When data isn’t properly unified and structured, employees don’t have access to the full picture while analyzing the data. By having all your data in one place, you enhance overall data quality by revealing powerful and accurate insights that would not have been possible to find within siloed data. 

Solution: Employ an omnichannel analytics platform. 

A great way to combat data silos is to employ an omnichannel analytics platform that stores all gathered data, from all channels, on a single unified interface. Such software helps brands acquire actionable insights from their data in real-time to understand what exactly may be impacting their key performance metrics (KPIs).

(2) Developing a Company-wide Customer Centric Culture

Another common CX challenge facing organizations is creating a customer-centric culture across all departments and teams. In order to provide a great customer experience, you must first put yourselves in the customer’s mind to understand their wants, pain points, and behavior. By having this understanding of your customers, you can ensure that decisions are made with the customers’ best interests at heart. 

Solution: Share CX data with relevant departments and teams. 

In order to create a company-wide culture that is based on customer centricity, it is integral to share the gathered CX data and insights with relevant groups and individuals within the organizations. When every department within your organization has access to relevant data and insights, it enables them to optimize touchpoints with customers’ preferences and pain points in mind. 

(3) Outdated CX Analytics Tools

With technology developing at a rapid rate, there are constantly new and updated tools that can be leveraged by organizations to measure, analyze, and improve customer experience thus reducing customer service mistakes.. For instance, certain customer intelligence platforms leverage the power of AI and ML to gather and analyze CX insights in real time. By continuing to employ outdated tools, you place yourself at a disadvantage to your competitors who could be utilising advanced analytics tools to elevate CX. 

Solution: Keep an eye out for new technology and update software/hardware when required. 

It is important to stay updated on new software and technology for customer experience. You can do so by following reliable websites, social media pages, or even blogs that produce content about customer experience. These pages will provide updates on new technology and analytics platforms that can be used to understand and elevate CX so that you can explore new technology and employ the tools that are likely to benefit your organization. 

(4) Effective Personalization for all Customers 

In the last couple of years, it has become extremely apparent that customers love receiving personalized experiences. Epsilon found that “80% of consumers are more likely to make a purchase from a brand that provides personalized experiences”. Personalization, therefore, has an extremely powerful impact on customer experience and companies that fail to provide personalized experiences risk losing their customers to competing firms. A common challenge while trying to provide personalized experiences is delivering these unique experiences at scale, to all customers of the organization. 

Solution: Use the Right Customer Segmentation Platform. 

In order to provide personalized experiences at scale, you must employ technology that can effectively create customer micro-segments based on shared customer characteristics. Once these micro-segments are created, you can tailor unique recommendations, marketing messages, and experiences for each unique group.