Lucidworks, the Connected Experience Cloud provider, shared results from a commissioned study conducted by Forrester Consulting on its behalf. After surveying 350+ technology and business leaders, the study found that connecting employee and customer experiences is a clear path to omnichannel personalization and overall business success.
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The study, “Connected Experiences Are Personalized Experiences”, outlines the aspirations, challenges and benefits around creating connected experiences for employees and customers. Companies that provide connected experiences report dramatic benefits around revenue growth, innovation, cost reduction, customer experience and digital transformation.
Employee Experience Drives Customer Experience – But Data Woes Abound
Most brands put personalization and omnichannel capabilities at the top of their enterprise-level priority list. Despite this, two-thirds of respondents report an inability to consistently service customers across touchpoints and personalize those experiences.
For years, customer experience (CX) has taken priority over employee experience (EX), but companies are increasingly discovering a connection between better EX and improved CX. Engaged employees, on top of being more productive and higher performing, deliver better customer experiences. However, data woes hinder employee productivity.
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- Almost every respondent in the survey reports having data-related challenges serving customers over digital channels
- A majority of survey respondents say they are not using data from individual voice of the customer channels for strategic decision-making
Enterprise Search and Customer Search – Better Together
Strong customer search delivers results that are personalized and demonstrate an understanding of customers’ intent. Strong enterprise search helps employees do their job faster, more effectively and with greater satisfaction. However, it is the connection between customer search and enterprise search, using data from one to feed the other, that empowers employees and delights customers.
“Personalization is more than delivering the right results according to what users are typing into the search bar,” said Will Hayes, CEO, Lucidworks. “A connected experience applies insights to deliver what users need, in real time across every channel. Customers receive relevant product recommendations, support agents help customers in their moment of need, and employees see the bigger picture to make strategic decisions.”
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